Provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved.
Requirements
- Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
- Effective decision-making and problem-solving skills involving troubleshooting basic to moderate issues.
- Effective analytical ability, particularly in a technical environment.
- Knowledgeable with Microsoft Office.
Responsibilities
- Provides inbound phone, web, or email software support to resolve client inquiries and problems that are easily solved.
- Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
- Determines whether to resolve issues personally or to refer to a more experienced team member.
- Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
- May submit client issues to the development team for resolution as needed.
- May create or enhance documentation throughout the support process.
- Commits to expanding technological skills and knowledge of Tyler products.
Other
- Must be able to attend and successfully complete an 9-week mandatory new hire training class as an essential job function of the software support specialist role.
- Excellent interpersonal skills.
- Strong organizational skills.
- Excellent written and verbal communication skills.
- Ability to travel preferred.
