Tyler Technologies is looking for a Software Support Specialist to provide exceptional customer service for their software products, ensuring timely resolution of client software issues through data analysis and troubleshooting.
Requirements
- Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
- Experience working with relational databases or SQL preferred.
- Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
- Knowledge and understanding of software development tools a plus.
Responsibilities
- Provides inbound and outbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
- Analyzes data reports, forms, and web technologies.
- Provide guidance in data correction and resolving/escalating client incidents.
- Follows up on defects and acts as advocate for the client to ensure timely and accurate issue resolution.
- Consult clients on best practices for optimal use of Tyler products.
- Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.
- May submit client issues to development team for resolution as needed.
Other
- Bachelor's degree in related field or equivalent experience.
- A minimum of 6 - 12 months previous experience required in an Associate Software Support Specialist position; or work experience within a state or county in the criminal justice sector.
- Familiarity with business (judicial) terminology and principles desired.
- Excellent interpersonal skills.
- Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.
