Associate Software Support Specialist

Tyler Technologies, Inc.; New York (NY); On-site; USD 46,467 - 52,000; Full time

Job summary

A leading software solutions provider in New York is seeking an Associate Software Support Specialist to handle client inquiries and provide software support. The role requires effective problem-solving and analytical skills while utilizing SQL and communication tools efficiently. Candidates should possess experience in software support and demonstrate strong interpersonal skills. This position offers a salary range of $46,467 – $52,000, with a focus on providing exceptional service during various shifts.

Qualifications

• Previous experience in a software support position is a plus.
• Must demonstrate excellent interpersonal skills.
• Effective decision-making and problem-solving skills are essential.
• Strong organizational and analytical skills necessary.

Responsibilities

• Provide software support to resolve client inquiries efficiently.
• Analyze data reports and forms for troubleshooting.
• Use SQL to resolve basic to moderate issues.
• Communicate with all parties to manage client expectations.

Skills

Interpersonal skills

Decision-making

Problem-solving

Analytical ability

Organizational skills

Communication skills

Basic database knowledge

SQL experience

Microsoft Office knowledge

Job description

Associate Software Support Specialist

The Software Support Specialist handles issues that may require research, thoughtful analysis, and troubleshooting skills. The role provides basic-level software support for Tyler clients in utilizing, understanding, and functioning with our products and databases for issues that can be resolved quickly. The Specialist will learn 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. Continuous growth and expansion of product knowledge are expected.

Location

Latham, New York

Responsibilities

• Provide inbound phone, web, or e‑mail software support to resolve complex technical client inquiries and problems efficiently.
• Analyze data reports, forms, and web technologies.
• Use and program SQL to resolve basic to moderate issues.
• Communicate responsibly with all parties involved to meet and manage client expectations.
• Use Tyler’s client management system to create, track, and update details on client issues.
• Assist Implementation Specialists and Project Managers in establishing issue priorities for timely and effective responses.
• Assist with writing estimates for software modification specifications and documenting support processes.
• Submit client issues to the development team for resolution as needed.
• Work on critical, highly complex customer problems spanning multiple applications and environments.
• Perform quality‑assurance testing for software module upgrades/changes and analyze results to ensure required performance.
• Provide training to client end‑users, typically via webinar.
• Create or enhance documentation throughout the support process.
• Contribute to the company knowledge library and/or Tyler Community.
• Participate in Early Adopter activities.
• Participate in user group meetings and activities.
• Troubleshoot application deployments, recreate customer issues, and build proof‑of‑concept applications.
• Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files.
• Apply advanced troubleshooting techniques tailored to customer use cases.
• Commit to expanding technological skills and knowledge of Tyler products.
• Demonstrate awareness of and adherence to company policies as outlined in the Employee Handbook, including safety, equal employment opportunity, business ethics, and anti‑harassment policies.
• Participate in the achievement of service level agreements.
• Participate in on‑call coverage; shifts may be outside normal business hours.
• Communicate professionally, clearly, and appropriately with clients and coworkers.
• Determine the urgency of issues and prioritize them across the entire group of assigned clients.
• Resolve easy‑to‑moderate complexity issues using established guidelines, company policies, and contract specifications.
• Work effectively both independently and in a team‑oriented environment.
• Assist other team members and provide limited hardware and operating system support.
• Utilize available resources efficiently.
• Accurately record all details and progress in incident tracking system(s).

Qualifications

• Previous experience in a software support position; or experience demonstrating systems knowledge is a plus.
• Excellent interpersonal skills.
• Effective decision‑making and problem‑solving skills for troubleshooting basic to moderate issues.
• Strong organizational skills.
• Effective analytical ability in a technical environment.
• Excellent written and verbal communication skills.
• Basic knowledge of database structures, including fields, tables, views, and database objects.
• Experience with relational databases or SQL preferred.
• Knowledgeable with Microsoft Office.
• Understanding of software development tools a plus.
• Ability to travel preferred.
• Must be local to Latham, NY.
• Must be willing to fill a shift that supports clients between 6:00 am and 8:00 pm EST.

State‑Specific Salary Range Disclosure Requirements

Salary will generally fall between $46,467 – $52,000 before adjustment for geographic differences.

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.