Enterprise Justice Application Support Representative

Tyler Technologies, Inc.; Town of Texas (WI); Remote; USD 45,000 - 60,000; Full time

Job summary

Join a leading company as an Application Support Representative, responsible for delivering excellent customer support for software solutions. You will engage with clients to resolve inquiries, utilizing strong analytical and technical skills. Ideal candidates have a background in software support, preferably in the criminal justice sector, and possess excellent interpersonal skills.

Qualifications

• Minimum of 6-12 months experience in software support or criminal justice sector.
• Familiarity with judicial terminology is a plus.
• Basic knowledge of database structures is preferred.

Responsibilities

• Provide customer support via phone, web, or email for client software issues.
• Analyze data reports and web technologies for issue resolution.
• Consult clients on best practices for software usage.

Skills

Technical troubleshooting

Effective communication

Problem solving

Organization

Data analysis

Education

Bachelor's degree in related field

Tools

SQL

.NET framework

Microsoft Office

Job description

TheApplication Support Representative is responsible for providing exceptional customer service for Tyler’s software products to clients.The Application Support Representative ensures timely resolution of easy-moderate client software issues through data analysis and functionality troubleshooting using development tools, and best practice communication for resolving issues.

Please Note - Candidates who reside outside of the Dallas/Ft. Worth, Texas, area will be considered to work remotely only if their work experience background is in the criminal justice system within state and/or county government.

Responsibilities

Provides inbound and outbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.

Analyzes data reports, forms, and web technologies.

Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.

Provide guidance in data correction and resolving/escalating client incidents.

Follows up on defects and acts as advocate for the client to ensure timely and accurate issue resolution.

Consult clients on best practices for optimal use of Tyler products.

Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.

May assist with documentation of support processes.

May submit client issues to development team for resolution as needed.

May provide training to client end-users (typically via webinar).

Creates or enhances documentation throughout the support process.

Contributes to company knowledge library and/or Tyler Community.

May participate in Early Adopter activities.

May participate in User Group meetings and activities.

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.

Occasional travel (0-15%) for on-site support required.

Must be available to work evening shifts as needed to support 7 AM – 9 PM CST operations.

Qualifications

Bachelor's degree in related field or equivalent experience.

A minimum of 6 - 12 months previous experience required in an Associate Software Support Specialist position; or work experience within a state or county in the criminal justice sector.

Familiarity with business (judicial) terminology and principles desired.

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.

Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.

Experience working with relational databases or SQL preferred.

Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.

Knowledgeable with Microsoft Office.

Knowledge and understanding of software development tools a plus.