Software Support Analyst, Payments

Description

The Software Support Analyst addresses and resolves complex issues for Tyler clients and employees. The Software Support Analyst fosters the advancement of product knowledge and client service skills within the team.

Responsibilities

The Software Support Analyst handles issues which require the ability to prevent further escalations. The incumbent uses previous experience as well as internal practices and guidelines to handle client issues.

The Software Support Analyst must be able to:

• Communicate professionally, clearly, and appropriately with clients and coworkers.
• Successfully diagnose and resolve high-level client issues.
• Take ownership of high-level support issues that are open and cannot be resolved through the normal channels.
• Demonstrate expert knowledge of support processes, problem management tools and procedures.
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients' confidence in the organization.
• Maintain composure under pressure.
• Resolve complex issues utilizing knowledge of established guidelines, company policies, and contract specifications.
• Work effectively both independently and in a team-oriented environment.
• Assist other team members.
• Provide hardware and operating system support.
• Effectively utilize available resources.
• Proactively improve knowledge and develop analytical and technical skills.
• Research and establish plans for complex technical initiatives.
• Analyzes data reports, forms, and web technologies.
• Uses Tyler's client management system to create, track, and/or update details on the specifics of client issue(s).
• Submits client issues to development team for resolution as needed.
• Creates or enhances documentation throughout the support process.
• Contributes to company knowledge library and/or Tyler Community.
• Reviews release documentation and provide feedback to appropriate staff.
• May participate in transitional services for new clients in their initial post-live period.
• Commitment to expanding technological skills and knowledge of the Tyler products.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• Minimum of 2 years of experience required in a Software Support position, or in a position which demonstrates systems knowledge and experience.
• Excellent interpersonal skills.
• Ability to make sound, effective and timely decisions along with the ability to solve problems involving complex issues.
• Excellent decision making, time management and problem-solving skills involving root cause diagnosis and thinking out of the box.
• Excellent organizational skills.
• Strong analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of database structures including fields, tables, views, database objects, etc. is a plus
• Proficiency working with relational databases or SQL is a plus
• Experience working with .NET framework applications or Java applications a plus
• Knowledge and understanding of software development tools a plus.
• Scripting experience a plus