Software Support Specialist

Description

The Software Support Specialist handles issues which may require some research, thought, and troubleshooting skills. The Software Support Specialist will 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. You will learn how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product.

Responsibilities

• Provides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficiently
• Analyzes data reports, forms, and web technologies
• Uses and programs SQL to resolve basic to moderate issues
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations
• Uses Tyler's client management system to create, track, and/or update details on the specifics of client issue(s)
• Assist Implementation Specialists and Project Managers in establishing issue priorities to ensure a timely and effective response and solution
• May assist with writing estimates for software modification specifications and documentation of support processes
• May submit client issues to development team for resolution as needed.

Work on critical, highly complex customer problems that will spanning multiple applications and environments

• Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required
• May provide training to client end-users (typically via webinar)
• Creates or enhances documentation throughout the support process
• Contributes to company knowledge library and/or Tyler Community
• May participate in Early Adopter activities
• May participate in User Group meetings and activities
• Troubleshoot application deployments, recreate customer issues, and build proof of concept applications
• Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files
• Apply advanced troubleshooting techniques to provide unique solutions depending on customer use cases
• Commits to expanding technological skills and knowledge of the Tyler products
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies
• Participate in the achievement of subject level agreements
• May participate in On Call coverage and may require shifts outside of normal business hours
• Communicate professionally, clearly, and appropriately with clients and coworkers
• Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
• Solve problems effectively in an ever-evolving environment
• Demonstrate proficient 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 issues of easy-moderate complexity 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 limited hardware and operating system support
• Effectively utilize available resources
• Accurately record all details and progress in incident tracking system(s)

Qualifications

• Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plus
• Excellent interpersonal skills.
• Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues
• Strong organizational skills
• Effective analytical ability, particularly in a technical environment
• Excellent written and verbal communication skills
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Experience working with relational databases or SQL preferred.
• Knowledgeable with Microsoft Office
• Knowledge and understanding of software development tools a plus.
• Ability to travel preferred
• Must be local to Latham, NY
• Must be willing to fill a shift that supports our clients between 6:00 am and 8:00 pm EST