Associate Software Support Specialist

Tyler Technologies, Inc.; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Tyler Technologies, Inc. is seeking an Associate Software Support Specialist to provide entry-level software support to clients. The role involves troubleshooting software issues, analyzing data, and enhancing product knowledge. Ideal candidates will possess a Bachelor's degree and strong communication skills, with a basic understanding of SQL and database structures. This position offers a competitive hourly wage and opportunities for professional growth.

Benefits

Competitive benefits

Support for health and well-being

Qualifications

• Bachelor's degree or equivalent experience required.
• Excellent communication and interpersonal skills are essential.
• Basic understanding of database structures and SQL is preferred.

Responsibilities

• Provides inbound software support to resolve client inquiries.
• Analyzes data reports and determines issue resolution.
• Communicates effectively with clients and team members.

Skills

Interpersonal skills

Decision-making

Problem-solving

Organizational skills

Analytical ability

Communication skills

Understanding of database structures

Education

Bachelor's degree in a related field

Tools

SQL

.NET framework

HTML

XSL

XML

Microsoft Office

Job description

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 experienced team member.
• Reads and writes SQL to resolve basic 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 the development team for resolution as needed.
• Performs Quality Assurance testing for software module upgrades/changes.
• Analyzes results to ensure software performs as required.
• Creates or enhances documentation throughout the support process.
• Expands technological skills and knowledge of Tyler products.
• Adheres to Company policies outlined in the Employee Handbook, including Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Communicates professionally, clearly, and appropriately with clients and coworkers.
• Determines issue urgency and prioritizes accordingly for assigned clients.
• Solves problems effectively in an evolving environment.
• Maintains an approachable and courteous demeanor in communication to ensure client confidence.
• Resolves issues of basic to moderate complexity using established guidelines, policies, and contract specifications.
• Works effectively both independently and in a team environment.
• Utilizes available resources efficiently.
• Records all details and progress accurately in incident tracking systems.
• Proactively improves knowledge and develops analytical and technical skills.
• Note: This role requires an 11:30 am to 8 pm EST shift.

Location

Latham, New York

Travel

0-5%

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Excellent interpersonal skills.
• Effective decision-making and problem-solving skills for troubleshooting basic to moderate issues.
• Strong organizational skills.
• Effective analytical ability, particularly in technical environments.
• Excellent written and verbal communication skills.
• Basic understanding of database structures (fields, tables, views, objects).
• Exposure to relational databases or SQL preferred; exposure to .NET framework, HTML, XSL, XML, and Microsoft Office beneficial.
• Knowledge of software development tools is a plus.
• Ability to travel is preferred.

Salary Disclosure

Salary generally ranges from $22 to $25, before geographic adjustments. Recruiter can confirm incentive eligibility.

Additional Information

We are committed to a great workplace and supporting your health and well-being through competitive benefits. Tyler is an equal opportunity employer and conducts background checks as required. Please contact us for accommodations if needed.