Associate Technical Services Support Specialist

Tyler Technologies; Lawrenceville (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

Tyler Technologies in Lawrenceville, GA is seeking an Associate Technical Services Support Specialist to provide basic software and hardware support to clients and employees. You will diagnose issues, coordinate with senior specialists, and resolve problems efficiently while maintaining courteous communication.

This role requires documentation in client management systems, on-time issue prioritization, and ongoing product knowledge development through training.

Qualifications

• Bachelor’s degree in computer science, business administration, or comparable work experience.
• Experience with ERP solutions, accounting software, or computers.
• Proficiency with computers and exposure to relational databases or SQL.
• Excellent interpersonal and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced environment.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide general software, operating system, and hardware phone support to Tyler clients and on-site staff.
• Conduct first-level diagnosis of system defects and notify product managers of findings.
• Resolve client inquiries by collaborating with others and communicate resolutions via email.
• Document and record all client interactions in designated systems for transparency.
• Manage open calls by prioritizing issues per published policies.
• Escalate to a senior member when beyond the technician's control.
• Meet service measurements and metrics daily, weekly, monthly, and quarterly.
• Participate in formal education and self-study to learn Tyler products and services.
• Assist clients with workstation installation of client software.
• Follow Tyler Technologies policies and procedures.
• Respect client policies and procedures.

Skills

ERP solutions

Accounting software

Computers

Interpersonal skills

Prioritization

Analytical thinking

Education

Bachelor's degree or comparable work experience

Tools

SQL

Job description

Associate Technical Services Support Specialist

The Associate Technical Support Specialist provides basic software support and technical assistance with software problems to Tyler clients and employees. They are responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Technical Support Specialists and Senior Technical Support Specialists to resolve issues with Tyler software products.

Work with our solutions that enable new businesses to safely build, open their doors, and stay in compliance. Our solutions facilitate community development, business management regulation, and code compliance while supporting fire prevention and structural safety.

Location

Lawrenceville, Georgia

Travel

0-5%

Responsibilities

• Provide general software, operating system, and hardware phone support to Tyler Technical Support clients and on-site Implementation staff.
• Conduct first-level diagnosis of system defects and notify Technical Support Product Managers of findings so the appropriate reports can be submitted.
• Resolve client inquiries and issues promptly by working with Technical Support Specialists, Senior Technical Support Specialists, and Technical Support Analysts; communicate resolution effectively through email communications.
• Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
• Manage open calls by identifying and prioritizing issues according to published policies.
• Escalate to a senior team member or department member if the situation is beyond the technician's control and additional assistance is needed.
• Identify and meet service measurements and metrics on a daily, weekly, monthly, and quarterly basis.
• Participate in formal education and self-study to gain knowledge of Tyler products and services.
• Assist clients with standard workstation installation of client software for products.
• Follow documented Tyler Technologies, Inc. policies and procedures.
• Respect the client's policies and procedures.

Qualifications

• Bachelor's degree in computer science, business administration, or comparable work experience.
• Experience in ERP solutions, accounting software, accounting, or computers.
• Proficiency in using computers and exposure to relational databases or SQL are desired.
• Excellent interpersonal and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
• Strong analytical and problem-solving skills.
• Ability to work independently and in a team environment
• Demonstrated ability to maintain a positive, professional attitude.

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 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.