Associate Software Support Specialist

MaineGuide; Yarmouth (ME); On-site; USD 38,000 - 52,000; Full time

Job summary

Tyler Technologies in Yarmouth, ME seeks an Associate Software Support Specialist to provide basic-level software support for clients, focusing on use, functionality, and understanding of our products and databases. This entry-level role emphasizes learning to resolve issues through data analysis, troubleshooting, and effective communication within a collaborative team.

New hires attend an 8-week training class in Yarmouth, with onboarding activities and an incentive plan based on performance.

Qualifications

• Bachelor's degree or equivalent experience.
• Excellent interpersonal and communication skills.
• Strong problem-solving and analytical abilities.

Responsibilities

• Provides inbound phone, web, or email software support to resolve client inquiries and problems that are easily solved.
• Analyzes data reports and web technologies commensurate with training level.
• Determines whether to resolve issues personally or refer to a more experienced team member.
• Communicates effectively to manage client expectations.
• Uses Tyler's client management system to track issue details.
• May submit client issues to the development team for resolution as needed.
• May create or enhance documentation throughout the support process.
• Expands technical skills and knowledge of Tyler products.
• Adheres to company policies outlined in the Employee Handbook.
• Performs other duties as assigned.

Skills

Excellent interpersonal skills

Problem solving

Strong organizational skills

Analytical ability

Effective communication

Microsoft Office

Ability to travel

Education

Bachelor's degree in related field or equivalent experience

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.

Location

Yarmouth, Maine

Travel

0-5%

Responsibilities

• Provides inbound phone, web, or email software support to resolve client inquiries and problems that 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 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 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.
• 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.

2026 Training Class

New Hire Training Dates:

• Week 1 & 8 are in our Yarmouth, ME office. Must be able to attend and successfully complete an 8-week mandatory new hire training class as an essential job function of the software support specialist role.
• You will be eligible to participate in the Annual Tyler Bonus & Software Support incentive plan. Payout of these incentives is contingent upon meeting your performance objectives and/or business results.

ERP New Hire Tyler Days

• This is an HR-hosted event for new hires that provides you with a more in-depth discussion of your division and the company.
• Your HR team, division's president, and other leaders across the company will present throughout the event - covering our history, mission, values, cultural identity, strategic vision from a divisional and Tyler-wide standpoint, and so on.
• Product and department presentations are offered by the senior leaders of our organization. This is an opportunity to interact and network with team members from various offices.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Taking Care of You & Your Family

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

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.