Technical Services Support Specialist

Tyler Technologies, Inc.; Renton (WA); On-site; USD 38,000 - 61,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Technical Support Specialist in Renton, WA. You will provide basic software, OS and hardware phone support to Tyler clients and employees, diagnosing and solving issues with Tyler software products.

Responsibilities include assisting clients and on-site staff, documenting interactions, prioritizing open calls, and escalating when needed. A Bachelor's degree in CS or business, ERP experience, and SQL exposure are valued.

Qualifications

• Experience with ERP solutions or accounting software.
• Exposure to relational databases or SQL desirable.
• Excellent interpersonal and communication skills.

Responsibilities

• Provide general software, OS and hardware phone support.
• Support clients and on-site Implementation staff.
• Conduct first level diagnosis of system defects and notify PMs.
• Resolve client inquiries and issues promptly with teams.
• Document client interactions in designated systems.
• Manage open calls and prioritize according to policies.
• Escalate when beyond technician's control.
• Meet service measurements daily/weekly/monthly/quarterly.
• Assist clients with standard workstation installs of client software.

Skills

Excellent interpersonal communication

multitask

Strong analytical

Team work

Education

Bachelor's degree in Computer Science or Business Administration

Tools

SQL

Job description

Technical SupportRenton,Washington
Salary: USD 27.34 - 44.61 Hourly

The Technical Support Specialist provides basic software support and technical assistance with software problems to Tyler clients and employees. They are responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Technical Support Specialists and Senior Technical Support Specialists to resolve issues with Tyler software products.

Responsibilities

• Provide general software, operating system and hardware phone support to Tyler Technical
• Support clients and on-site Implementation staff.
• Conduct first level diagnosis of system defects and notify Technical Support Product Managers of findings so the appropriate reports can be submitted.
• Resolve client inquiries and issues in a timely manner by working with Technical SupportSpecialists, Senior Technical Support Specialists and Technical Support Analysts; communicate resolution effectively through email communications.
• Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
• Manage open calls by identifying and prioritizing issues according to published policies.
• Escalate to senior team member or department member if situation is beyond technician’s control and additional assistance is needed.
• Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.
• Participate in formal education and self-study to gain knowledge of Tyler products and services.
• Provide assistance to clients for standard workstation install of client software for products in their subject matter area of expertise as needed, including but not limited to: FourJs, Munis Internet Updater, Tyler Content Manager, Tyler Cashiering and Tyler Reporting.
• Follow documented Tyler Technologies, Inc. policies and procedures.
• Respect the client’s policies and procedures.

Qualifications

• Bachelor’s degree in computer science or business administration, or comparable work experience.
• Experience in ERP solutions, accounting software, accounting or computers.
• Proficiency using computers and exposure to relational databases or SQL desired.
• Excellent interpersonal and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
• Strong analytical and problem solving skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to maintain a positive, professional attitude.