Technical Services Support Specialist

Tyler Technologies, Inc.; Renton (WA); On-site; USD 48,216 - 50,971; Full time

Job summary

Tyler Technologies, Inc. is seeking a Technical Support Specialist in Renton, WA. The role provides basic software support and technical assistance to Tyler clients and staff, diagnosing and resolving issues with Tyler products in a timely and courteous manner.

Responsibilities include first level defect diagnosis, documenting client interactions, prioritizing open calls, and collaborating with teammates to meet service metrics. Familiarity with ERP or accounting software and SQL is desirable.

Qualifications

• Bachelor’s degree or equivalent in CS or business.
• Experience with ERP solutions, accounting software, or computers.
• Proficiency with computers; exposure to relational databases or SQL preferred.

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 Support Specialists, 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.

Skills

Interpersonal communication

Multitasking

Analytical thinking

Teamwork

Independent work

Education

Bachelor’s degree in computer science or business administration, or comparable work experience

Job description

Technical Support Renton, Washington
Salary: USD 35.00 - 37.00 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 Support Specialists, 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.