Software Support Specialist, Civil Process

Tyler Technologies, Inc.; Troy (MI); On-site; USD 50,000 - 70,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Software Support Specialist to provide exceptional service for its Civil Process Product Suite in Troy, Michigan. You will handle client software inquiries, ensuring effective resolution of issues while maintaining best practice communication. Successful candidates will have a background in software support, a bachelor's degree, and strong interpersonal and analytical skills. Must be able to pass a federal background check. The position allows for minimal travel and focuses on client advocacy.

Qualifications

• 2-3 years of software support experience.
• Financial education or background is a plus.
• Basic knowledge of database structures required.

Responsibilities

• Provide inbound software support for client inquiries.
• Communicate effectively with all parties involved in issue resolution.
• Consult clients on best practices for software use.

Skills

Interpersonal skills

Problem-solving skills

Organizational skills

Analytical ability

Communication skills

Technical troubleshooting

Education

Bachelor's degree in related field or equivalent experience

Tools

MS Windows

Microsoft Office

Relational Databases or SQL

Job description

Software Support Specialist, Civil Process

The Software Support Specialist is responsible for providing exceptional customer service to clients for Tyler's Civil Process Product Suite. The Software Support Specialist ensures timely resolution of easy to moderate client software issues through analysis and functionality troubleshooting while providing best practice communication for resolving issues.

Responsibilities

• Provides inbound phone, web or chat software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
• 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.
• Creates or enhances documentation throughout the support process.
• Contributes to company knowledge library and/or Tyler Community.
• 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.
• May travel.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• A minimum of 2-3 years of software support experience.
• Financial education or background a plus. 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.
• Proficiency using MS Windows required.
• Knowledgeable with Microsoft Office.
• Ability to pass a federal background check at the time an offer is extended and during employment.

Location

Troy, Michigan

Travel

0-5%

Background Check Requirement

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

Equal Opportunity Employer

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.