Software Support Specialist

Description

• Provide high-quality customer support through Tyler’s web portal, chat, and phone channels.
• Investigate, troubleshoot, and resolve customer issues related to application functionality, data, configuration, integrations, and mobile device usage.
• Take ownership of technical incidents and drive issues to resolution while keeping customers informed throughout the process.
• Replicate customer-reported issues to support diagnosis, documentation, and escalation when needed.
• Coordinate with product and development teams on escalated or complex customer issues.
• Guide customers on product functionality and best practices to help them use Tyler Fire & EMS effectively.
• Use Tyler’s CRM and support tools to create, update, track, and document customer issues.
• Create and maintain support documentation, knowledge base articles, and internal reference materials.
• Continue building product knowledge and technical skills to support a fast-moving SaaS and cloud-based product environment.
• Demonstrate a commitment to providing an exceptional experience for our customers.
• Maintain readiness to learn new technologies at lightning speed.
• Perform other duties as assigned.

• Bachelor’s degree preferred, or equivalent related experience.
• 3+ years of software support experience required.
• Experience supporting SaaS or cloud-based software products preferred.
• Strong customer service skills with a commitment to clear, professional, and timely communication.
• Effective troubleshooting, problem-solving, and analytical skills.
• Public safety, Fire, EMS, incident reporting, records management, or emergency services experience preferred.
• Ability to manage multiple customer issues while maintaining attention to detail and follow-through.
• Experience supporting Windows environments and mobile applications or devices.
• Familiarity with Jira, CRM systems, and remote support tools preferred.
• Strong written and verbal communication skills.
• Ability to work collaboratively with support, product, and development teams.
• Hybrid work arrangement.