EJ Application Support Representative

Description

The Software Support Specialist serves as a primary point of contact for clients seeking technical assistance with Tyler Technologies' software solutions. This position is responsible for providing outstanding customer service by effectively troubleshooting, diagnosing, and resolving a broad range of software issues. The Software Support Specialist consistently documents client interactions, identifies recurring problems, and collaborates proactively with internal teams to drive resolution and process improvement. By delivering expert-level support and fostering positive client relationships, this role contributes directly to client satisfaction, product adoption, and long-term retention.

The Software Support Specialist plays a pivotal role in shaping client perceptions of Tyler Technologies and sustaining high levels of client satisfaction, retention, and advocacy. As a front-line technical expert, this role ensures clients receive timely, accurate, and effective solutions, directly influencing Tyler's brand reputation and long-term business success. By delivering exceptional support, building trust, and fostering positive client relationships, the Software Support Specialist helps drive product adoption and recurring business, and contributes significantly to the ongoing improvement and growth of Tyler's products and services.

Responsibilities

• Serve as the primary point of contact for clients requiring technical support for Tyler Technologies software products.
• Provide timely and professional responses to client inquiries received via phone, email, chat, and other official support channels.
• Effectively troubleshoot, diagnose, and resolve a wide range of software issues, escalating complex or unresolved issues to senior staff or appropriate teams when necessary.
• Accurately document all client communications, troubleshooting steps, and resolutions in the designated support ticketing or case management system.
• Maintain comprehensive and up-to-date knowledge of Tyler products, services, and related procedures to deliver high-quality support and solutions.
• Collaborate closely with team members, product specialists, developers, and other departments to facilitate efficient issue resolution and to continuously improve the support experience.
• Identify and report trends in client-reported issues, product defects, or potential system enhancements to the appropriate internal teams for further action.
• Participate regularly in training sessions, workshops, and professional development activities to strengthen technical expertise and customer service skills.
• Consistently uphold Tyler's commitment to outstanding customer service, contributing to strong client satisfaction, retention, and overall product adoption.

Qualifications

• A bachelor's degree in a related field plus a minimum of 5 years of related experience, or an equivalent combination of education and related experience, is required.
• Previous experience in customer support, technical support, or a software-related role required.
• Experience supporting complex software applications preferred.
• Experience working with remote collaboration tools and distributed teams preferred.
• Solid understanding of database structures, including fields, tables, views, and database objects.
• Experience with relational databases or SQL preferred.
• Familiarity with the .NET framework, HTML, XSL, XML, or related technologies a plus.
• Proficiency with Microsoft Office Suite.
• Exposure to software development tools and practices such as DevOps or continuous deployment a plus.
• Strong customer service orientation and a commitment to client success.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Proven analytical thinking and systematic problem-solving abilities.
• Adaptability and flexibility in a dynamic, rapidly evolving technology environment.
• Demonstrated ability to work effectively both independently and as part of a team.
• Strong organizational skills, with the ability to manage multiple priorities and competing deadlines.
• Demonstrated commitment to professional development and continuous learning.
• Ability to travel up to 10%, if required.