Associate Software Support Specialist

Jobvite, Inc.; Latham (NY); On-site; USD 30,000 - 33,000; Full time

Job summary

Jobvite, Inc. in Latham, New York is seeking an Associate Software Support Specialist to provide basic-level software support for Tyler clients, focusing on use, functionality, and understanding of our products and databases for issues that are easily solved.

This entry‑level role develops skills in data analysis, troubleshooting, and effective communication, with opportunities to grow knowledge of the product and collaborate with a team to resolve client inquiries.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Excellent interpersonal and communication skills.
• Ability to troubleshoot basic to moderate issues with problem solving.
• Strong organizational and analytical abilities in a technical environment.

Responsibilities

• Provides inbound software support to resolve easily solvable client inquiries.
• Analyzes data reports and web technologies as appropriate to training.
• Determines when to escalate to a more experienced team member.
• Reads and writes SQL to resolve basic issues.
• Communicates progress to clients and uses the tracking system to document details.
• Assists with writing estimates and documenting support processes.
• Performs QA testing for software module upgrades and changes.
• Maintains awareness of company policies and professional communication standards.
• Works independently and in a team-oriented environment.
• Proactively expands technical skills and product knowledge.

Skills

Interpersonal skills

Decision making

Problem solving

Organizational skills

Analytical ability

Written and verbal communication

Database concepts

Exposure to SQL

Microsoft Office familiarity

Software development tools awareness

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

.NET framework

Job description

Software SupportLatham,New York
Salary: USD 22.34 - 24.52 Hourly

The Associate 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. This is an entry‑level position, learning 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 Associate 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 client inquiries and problems which are easily solved.
• Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
• Determines whether to resolve issues personally or to refer to a more experience team member.
• Reads and writes SQL to resolve basic 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).
• 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.
• Performs Quality Assurance testing for software module upgrades/changes.
• Analyzes results to ensure that software performs as required.
• May create or enhance documentation throughout the support process.
• 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.
• 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.
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients' confidence in the organization.
• Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
• Work effectively both independently and in a team-oriented environment.
• Effectively utilize available resources.
• Accurately record all details and progress in incident tracking system(s).
• Proactively improve knowledge and develop analytical and technical skills.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• 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.
• Exposure to relational databases or SQL desired. Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired. Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools a plus.