Software Support Specialist - Payments

Hammerjack Pty Ltd; Philippines; On-site; PHP 250,000 - 450,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an Associate Software Support Specialist in the Philippines. This entry-level role focuses on learning to ensure timely resolution of client software issues through data analysis and troubleshooting across Tyler products and databases.

You will grow your product knowledge while supporting clients and coordinating with the team. The role emphasizes teamwork, problem-solving, and effective communication, with hands-on exposure to payment processing software and

Qualifications

• Bachelor's degree or equivalent experience.
• Experience with payment processing software.
• Excellent interpersonal skills.
• Effective decision-making and problem-solving for basic to moderate issues.
• Strong organizational skills.
• Analytical ability in a technical environment.
• Excellent written and verbal communication skills.
• Knowledgeable with Microsoft Office.

Responsibilities

• Provide inbound support to resolve client inquiries and problems.
• Analyze data reports, forms, and web technologies.
• Decide whether to resolve issues or refer to a more experienced team member.
• Communicate progress to all parties involved to meet client expectations.
• Use Tyler's client management system to track and update issue details.
• Assist with writing or enhancing support process documentation.
• May escalate issues to the development team as needed.

Skills

Interpersonal skills

Problem solving

Organizational skills

Written and verbal communication

Microsoft Office

Education

Bachelor's degree in related field or equivalent experience

Tools

Microsoft Office

Job description

Description

Provide basic-level payment processing software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. The Associate Software Support Specialist is an entry-level position, learning how to ensure the 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 Associate Software Support Specialist is expected to continually grow and expand knowledge of the product.

Responsibilities

• 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.
• Provides inbound support to resolve client inquiries and problems.
• Analyzes data reports, forms, and web technologies commensurate with the level of training and understanding.
• Determines whether to resolve issues personally or to refer to a more experienced team member.
• 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).
• May assist with writing documentation of support processes.
• May submit client issues to the development team for resolution as needed.
• May create or enhance documentation throughout the support process.
• Commits to expanding technological skills and knowledge of 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.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Experience with payment processing software.
• 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.
• Knowledgeable with Microsoft Office.