Associate Software Support Specialist

Tyler Technologies; Little Rock (AR); On-site; USD 46,500 - 70,000; Full time

Job summary

Tyler Technologies in Little Rock, Arkansas seeks an entry-level Associate Software Support Specialist to assist clients with software questions and data issues. You will analyze data, troubleshoot functionality, and coordinate with teammates to resolve problems, while growing product knowledge.

Responsibilities include handling inbound inquiries via phone, web, or email, documenting issues, and using our client management system.

Qualifications

• Bachelor's degree or equivalent experience is required.
• Strong interpersonal and communication skills are essential.
• Analytical thinking with problem-solving abilities in a technical setting.
• Organizational skills and attention to detail are important.
• Willingness to travel as needed.

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 training level.
• Determines whether to resolve issues personally or refer to a more experienced team member.
• Communicates effectively with all parties to meet client expectations.
• Uses Tyler's client management system to track and update issue details.
• May escalate issues to the development team for resolution as needed.
• May create or enhance documentation throughout the support process.
• Continuously expands knowledge of Tyler products.
• Adheres to company policies as outlined in the Employee Handbook.
• Performs other duties as assigned.

Skills

Interpersonal skills

Decision making

Problem solving

Organizational skills

Analytical ability

Communication skills

Travel flexibility

Education

Bachelor's degree in related field or equivalent experience

Tools

Microsoft Office

Job description

Associate Software Support Specialist

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. The Associate Software Support Specialist 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 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 submit client issues to development team for resolution as needed.
• 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.
• Performs other duties as assigned.

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.
• Knowledgeable with Microsoft Office.
• Ability to travel preferred.

Work with our innovative software solutions that help local government and school districts centralize data and connect their organizations. By working to develop and support our financial management solutions, you can help integrate our solutions with human resources, revenue management, tax billing, and asset management.

Location

Little Rock, Arkansas

Travel

0-5%

State‑Specific Salary Range Disclosure Requirements

Salary will generally fall between $46,500 - $70,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing [e-mail] or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.