Software Support Specialist

Tyler-Technologies-29572f8; Lakewood (CO); On-site; USD 52,000 - 70,000; Full time

Job summary

Tyler Technologies in Lakewood, CO seeks a Software Support Specialist to resolve easy-moderate client software issues through data analysis and troubleshooting using multiple development tools and Tyler’s support processes.

You will provide inbound support via phone, web or email, analyze data reports, communicate with all parties, and contribute to documentation and the knowledge library. A Bachelor’s degree or equivalent experience is required, with growth into advanced product knowledge.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 12 months experience in an Associate Software Support role or similar.
• Excellent interpersonal and communication skills.
• Ability to troubleshoot basic to moderate issues.
• Strong organizational and analytical abilities.
• Experience with .NET, HTML, XML or related tech is preferred.

Responsibilities

• Provide inbound support via phone, web or email to resolve easy-moderate client inquiries.
• Analyze data reports, forms, and web technologies.
• Communicate clearly with all parties to manage client expectations.
• Use Tyler’s client management system to track and update issues.
• Assist with writing estimates and documenting support processes.
• May escalate issues to development for resolution.
• Perform QA testing for software upgrades and ensure expected performance.
• Provide client end-user training via webinar.
• Create or update documentation across the support workflow.
• Contribute to knowledge library and Tyler Community.

Skills

Excellent interpersonal skills

Effective decision making

Problem solving

Strong organizational skills

Excellent written and verbal коммуника

Data analysis

Team collaboration

Microsoft Office

Education

Bachelor's degree or equivalent experience

Tools

.NET framework

HTML

XML

XSL

Job description

Software SupportLakewood,ColoradoUnited States
Salary: USD 52000.00 - 70000.00 Annually

The Software Support Specialist ensures timely resolution of easy-moderate 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 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 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.
• Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• May assist with writing estimates for software modification specifications and documentation of support processes.
• May submit client issues to development team for resolution as needed.
• Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
• 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.
• Commits to expanding technological skills and knowledge of the Tyler products.
• 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

Qualifications

• Bachelor's degree in related field or equivalent experience.
• A minimum of 12 months previous experience required in an Associate Software Support Specialist position, or in a position which demonstrates systems knowledge and 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.
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• 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.