Software Support Specialist

Tyler Technologies, Inc.; Overland Park (KS); On-site; USD 45,000 - 65,000; Full time

Job summary

Tyler Technologies, Inc. in Overland Park, Kansas invites applications for a Software Support Specialist who will be the single point of contact for Recreation Management related issues. The role requires handling incidents from start to finish and coordinating with multiple teams to restore full service.

The full-time position includes rotating day shifts to support a 6am–7pm CST service window and an on-call rotation for weekends. Strong customer service and communication skills are essential.

Responsibilities

• Provide the first and single point of contact for Recreation Management service, application, and infrastructure related issues throughout the lifecycle of an Incident with the goal of restoring normal service quickly.
• Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system; gather pertinent information, understand impact, and troubleshoot at the Support level; provide workarounds and assign to specialized groups as needed.
• Serve as the Incident and Request Manager of assigned tickets; update, categorize, prioritize, and close tickets while keeping users informed throughout the lifecycle.
• Provide communication regarding Major Incidents and Impairments throughout the Incident lifecycle.
• Work with Account Management to triage customer escalations.
• Create, maintain, and update documentation related to configurations, troubleshooting steps, and incident response procedures.
• Collaborate with cross-functional team members to diagnose and resolve technical issues.
• Thoroughly document troubleshooting and resolution within assigned tickets.
• Perform ongoing analysis and trend analysis of Incidents to enable proactive resolution where possible.

Job description

Software Support Specialist

Tyler Technologies, the country's premier provider of eGovernment solutions, is looking for a Software Support Specialist to join the Digital Solutions Division's Recreation Management Support team. This Software Support Specialist serves as the single point of contact for all support related needs.The team manages the full lifecycle of Recreation Management Incidents and Requests while ensuring the best possible level of service quality and availability in accordance with ITIL definitions.

The Software Support Specialist position is a full-time opportunity. Each team member works varying shifts during the day to ensure that the Service Desk is available from 6am - 7pm CST and the candidate must be willing to participate in a rotating 24x7-on-call schedule for weekends. In addition to technical and troubleshooting skills, this position will require performance at the highest level in the areas of customer service and communication.

Location

Overland Park, Kansas

Travel

0-5%

Responsibilities

• Provide the first and single point of contact for Recreation Management Service, Application, and Infrastructure related issues throughout the entire lifecycle of an Incident with the primary goal of restoring normal service as quickly as possible.
• Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system; Gather all pertinent information, gain an understanding of impact, and perform troubleshooting in an effort to resolve at the Support level first. Identify and provide workarounds as needed and assign to specialized Recreation Management Technical groups as necessary.
• Serve as the Incident and Request Manager of assigned tickets. Update, categorize, prioritize, and close Incident and Service Request tickets while keeping users informed of progress throughout the lifecycle of the ticket while assigned to our team.
• Provide communication regarding all Major Incidents and Impairments throughout the lifecycle of the Incident.
• Work with Account Management to triage Customer Escalations
• Create, maintain, and update comprehensive documentation related to configurations, troubleshooting steps, and incident response procedures
• Collaborate closely with both direct and cross-functional team members to diagnose and resolve technical issues
• Thoroughly document troubleshooting and resolution within assigned tickets
• Perform continuous analysis, classification, and trend analysis of Incidents in order to work toward the pro-active resolution of Incidents where possible.