Software Support Specialist

Tyler Technologies; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in software development is seeking a Software Support Specialist to provide exceptional client support. This entry-level role involves troubleshooting software issues, analyzing data, and ensuring client satisfaction through effective communication and technical skills. Ideal candidates will have a Bachelor's degree and a basic understanding of SQL and database structures.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Excellent interpersonal and communication skills.
• Experience with relational databases or SQL preferred.

Responsibilities

• Provides inbound software support to resolve client inquiries effectively.
• Analyzes data reports and uses SQL for troubleshooting.
• Communicates with clients to manage expectations and resolve issues.

Skills

Interpersonal skills

Troubleshooting

Problem-solving

Organizational skills

Analytical skills

Communication skills

Education

Bachelor's degree in a related field

Tools

SQL

.NET framework

HTML

XSL

XML

Microsoft Office

Job description

Join to apply for the Software Support Specialist role at Tyler Technologies

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.

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 modification specifications and documentation of support processes.
• Submits client issues to development team for resolution as needed.
• Performs Quality Assurance testing for software upgrades/changes and analyzes results to ensure software performs as required.
• Provides training to client end-users, typically via webinar.
• Creates or enhances 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, Business Ethics, and Anti-Harassment policies.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Excellent interpersonal skills.
• Effective troubleshooting and problem-solving skills for basic to moderate issues.
• Strong organizational and analytical skills, especially in a technical environment.
• Excellent written and verbal communication skills.
• Basic understanding of database structures, including fields, tables, views, and database objects.
• Experience with relational databases or SQL preferred.
• Experience with .NET framework, HTML, XSL, XML, and related technologies preferred.
• Proficiency with Microsoft Office.
• Knowledge of software development tools is a plus.

Scope and Impact

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

Complexity

Handles issues requiring research, troubleshooting, and independent resolution, using experience and internal guidelines.

Must Be Able To

• Communicate professionally and clearly with clients and coworkers.
• Prioritize issues based on urgency and client needs.
• Solve problems effectively in a dynamic environment.
• Maintain knowledge of support processes and tools.
• Maintain professionalism and composure under pressure.
• Resolve issues of easy-moderate complexity using established guidelines.
• Work independently and as part of a team.
• Assist team members and provide limited hardware and OS support.
• Record all details accurately in incident tracking systems.
• Continuously improve technical skills and knowledge.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: Software Development