Software Support Specialist

Description

As a Software Support Specialist, you'll provide medium- to high-level support by researching and troubleshooting software issues, guiding clients on product functionality, and resolving straightforward concerns. You'll develop your skills through data analysis, collaborative testing, and effective communication-while continually expanding your knowledge of Tyler's products and tools.

If you have the following competencies, we want to talk to you:

• Permitting, Licensing, Financial, GIS, and ERP
• Strong desire to work with a team that has common goals
• Passion for helping clients and building rapport
• Desire to work in a fast-paced environment where every day offers diverse questions
• Aptitude for problem-solving and thinking out of the box.

Position Objective

The Software Support Specialist provides software support and technical assistance to Tyler clients and employees to ensure a pleasant and beneficial experience with the Support Department. S/he is responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Support staff to resolve issues with Tyler software products.

Principal Duties

• In a fast-paced organization, provides phone, web, or email software support, direction, assistance, and consulting for clients in the US and Canada, sometimes managing multiple client issues
• Promptly provides analysis, diagnostics, and resolution to client inquiries, communicating effectively through email, chat, and telephone to maintain maximum client productivity
• Accepts escalated client issues from Software Support Specialists and Associate Software Support Specialists
• Evaluates and prioritizes technical issues and escalates to a senior team member if additional expertise or assistance is needed
• Documents and records all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues
• Contributes to company knowledge library and contributes to Tyler Community
• Continually develops product expertise by reviewing new functionality, testing product issues, and utilizing internal resources
• Tests software as necessary
• Provides formal, on-line/site training to clients and participates in User Groups as may be assigned
• Participates in Early Adopter activities as may be assigned
• Respects clients' policies and procedures, and follows documented Tyler policies and procedures
• Performs other job-related duties as assigned

Scope and Impact (Accountability)

Responsibilities include fielding inbound incidents and proactively reaching out to provide software support for clients. These may include following up on defects, providing short training sessions, and providing guidance on data correction. This individual does not control the volume. Decision-making is limited to resolving issues. Consequences of error carry a moderate risk to the organization. The impact is substantial, as clients have long-term contact with Support team members, which shapes their opinions of Tyler's products and services.

Complexity

The successful individual will be able to:

• Become a trusted client resource by providing service that consistently demonstrates strong product knowledge, a good work ethic, and respect for the client.
• Build rapport with clients to turn what may be a negative situation into a positive software service experience.
• Prioritize software support and technical issues, evaluate issue severity with regard to escalation, and demonstrate a sense of urgency.
• Manage and prioritize multiple and often conflicting tasks, including helping other team members.
• Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from managerial to clerical.
• Mentor and assist junior Support personnel.
• Adapt to changing products and environments.
• Demonstrate full product knowledge and eliminate knowledge gaps in legacy, current, and future products and services by means of self-study supplemented by formal education.

Education, Experience and Special Skills

• BS/BA degree in related field or equivalent work experience is required.
• Experience in business process solution software for local governments and public agencies, or 12+ months' experience as a Software Support Specialist, is required.
• Demonstrated ability to maintain a positive, professional attitude and an aptitude for service is required.
• Excellent verbal and written communication skills, and the interpersonal ability to work effectively with clients on technical and business issues, are required.
• Excellent analytical and problem-solving skills are required.
• Familiarity with related business terms and principles is desired.
• Proficiency using computers; exposure to relational databases or SQL may be desired in some product areas.
• Working Knowledge of Tyler Technologies EP&L software is preferred
• 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.
• Knowledgeable with Microsoft Office, including Teams and Copilot