Software Support Specialist

Tyler Technologies, Inc.; Vancouver; On-site; CAD 52,000 - 65,000; Full time

Job summary

A leading company is seeking a Software Support Specialist to provide exceptional client support through effective troubleshooting and communication. The role involves resolving software issues, training users, and contributing to documentation while ensuring client satisfaction and retention. Ideal candidates will have strong analytical skills and a background in software support.

Qualifications

• Excellent written and verbal communication skills.
• Basic knowledge of database structures and experience with SQL preferred.

Responsibilities

• Provides inbound software support to resolve client inquiries.
• Analyzes data reports and uses SQL for troubleshooting.
• Performs Quality Assurance testing for software upgrades.

Skills

Interpersonal Skills

Problem-Solving

Analytical Abilities

Communication

Education

Bachelor's Degree in a Related Field

Tools

.NET Framework

SQL

HTML

XSL

XML

Microsoft Office

Job description

Provide software support for Tyler clients in the use, functionality, and understanding of our products and databases. The Software Support Specialist ensures timely resolution of easy-moderate 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.

Location

Responsibilities

• Provides inbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
• Analyzes data reports, forms, and web technologies.
• Uses and programs SQL to resolve basic to moderate issues.
• Communicates effectively with all parties involved in issue resolution to meet and manage client expectations.
• Uses Tyler’s client management system to create, track, and update details on client issues.
• Assists with writing estimates for software modifications and documents support processes.
• Submits client issues to the development team for resolution as needed.
• Performs Quality Assurance testing for software upgrades / changes and analyzes results.
• Provides training to end-users, typically via webinar.
• Creates or improves documentation throughout the support process.
• Contributes to the company knowledge library and Tyler Community.
• Participates in Early Adopter activities and User Group meetings.
• Expands technological skills and knowledge of Tyler products.
• Adheres to company policies outlined in the Employee Handbook, including safety, EEO, ethics, and anti-harassment policies.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Excellent interpersonal, decision-making, and problem-solving skills.
• Strong organizational and analytical abilities in a technical environment.
• Excellent written and verbal communication skills.
• Basic knowledge of database structures and experience with relational databases or SQL is preferred.
• Experience with .NET framework, HTML, XSL, XML, and Microsoft Office is preferred.
• Knowledge of software development tools is a plus.

Scope and Impact

The Software Support Specialist influences client satisfaction, retention, and revenue growth by providing exceptional service, shaping client opinions of Tyler’s products and services, and ensuring a positive support experience.

Complexity

The role involves handling issues requiring research, troubleshooting, and independent resolution, utilizing established guidelines and company policies. The incumbent must communicate professionally, determine issue urgency, work independently and in teams, and utilize resources effectively. They must also document all interactions accurately and proactively develop their technical and analytical skills.

Salary Range

Generally between $52,000 - $65,000, before geographic adjustments. Recruiter can confirm if the position is incentive eligible.

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