Software Support Specialist

Tyler Technologies, Inc.; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in software solutions is seeking a Software Support Specialist to provide essential software support to clients. The role involves troubleshooting, data analysis, and effective communication to resolve client issues promptly. Candidates should have strong interpersonal skills and a basic understanding of database structures. This position requires local availability for shifts and offers opportunities for skill expansion and collaboration within a dynamic team.

Qualifications

• Experience in a software support role or related systems knowledge preferred.
• Excellent communication skills.
• Basic understanding of database structures.

Responsibilities

• Provide inbound support via phone, web, or email to resolve technical client inquiries efficiently.
• Analyze data reports, forms, and web technologies.
• Perform Quality Assurance testing on software upgrades.

Skills

Problem-solving

Interpersonal skills

Organizational skills

Analytical skills

Communication

Education

Experience in a software support role

Tools

SQL

Microsoft Office

Job description

The Software Support Specialist handles issues requiring research, troubleshooting skills, and effective communication. The role involves providing basic-level software support to Tyler clients, ensuring timely resolution of software issues through data analysis, troubleshooting, and collaboration with team members. The Specialist is expected to continually expand their knowledge of Tyler products.

Responsibilities

1. Provide inbound support via phone, web, or email to resolve technical client inquiries efficiently.
2. Analyze data reports, forms, and web technologies.
3. Use SQL to resolve basic to moderate issues.
4. Communicate effectively with all parties to manage client expectations.
5. Utilize Tyler’s client management system to document and track issues.
6. Assist in establishing issue priorities with Implementation Specialists and Project Managers.
7. Contribute to writing estimates for software modifications and support documentation.
8. Submit client issues to the development team when necessary.
9. Perform Quality Assurance testing on software upgrades and analyze results.
10. Provide training to end-users, typically via webinars.
11. Create and update documentation throughout the support process.
12. Contribute to the company knowledge library and Tyler Community.
13. Participate in Early Adopter activities and User Group meetings.
14. Troubleshoot application deployments, recreate customer issues, and build proof of concept applications.
15. Write and interpret configuration scripts for customer environments.
16. Apply advanced troubleshooting techniques for customer-specific solutions.
17. Expand technological skills and product knowledge.
18. Adhere to company policies regarding safety, ethics, and conduct.
19. Support achievement of service level agreements.
20. Participate in On Call coverage, including outside regular hours.
21. Communicate professionally with clients and coworkers.
22. Prioritize issues based on urgency and client needs.
23. Resolve easy to moderate issues using established guidelines.
24. Work independently and collaboratively.
25. Assist team members as needed.
26. Provide limited hardware and OS support.
27. Utilize resources effectively.
28. Accurately document incident details and progress.

Qualifications

1. Experience in a software support role or related systems knowledge preferred.
2. Strong interpersonal skills.
3. Problem-solving skills for troubleshooting issues.
4. Organizational and analytical skills in a technical environment.
5. Excellent communication skills.
6. Basic understanding of database structures.
7. Experience with relational databases or SQL is preferred.
8. Proficiency with Microsoft Office.
9. Knowledge of software development tools is a plus.
10. Willingness to travel preferred.
11. Must be local to Latham, NY and available for shifts between 6:00 am and 8:00 pm EST.