Technical Services Support Specialist

Tyler Technologies, Inc.; Renton (WA); On-site; USD 47,400 - 77,327; Full time

Job summary

Tyler Technologies, Inc. in Renton, WA seeks a Technical Support Specialist to provide basic software support and technical assistance for Tyler software products.

You will diagnose and resolve client issues, often collaborating with senior specialists, while documenting interactions in client management systems. The role requires strong communication, problem solving, and the ability to prioritize multiple tasks in a fast-paced environment, with on-site implementations and ERP-related

Qualifications

• Bachelor’s degree or comparable work experience.
• Experience in ERP solutions, accounting software, or computers.
• Proficiency with computers and exposure to relational databases or SQL.

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.
• Resolve client inquiries and issues in a timely manner by working with various technical staff; communicate resolution effectively through email.
• Document and record all aspects of client interactions in designated client management systems.
• Manage open calls by identifying and prioritizing issues according to published policies.
• Escalate to a senior team member or department member when 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 installs of client software for products listed (FourJs, Munis Internet Updater, Tyler Content Manager, Tyler Cashiering and Tyler Reporting).
• Follow documented Tyler Technologies, Inc. policies and procedures.

Skills

Communication

Problem solving

Relational databases

SQL

Teamwork

Independence

Education

Bachelor’s degree in CS or Business

Tools

ERP software

Job description

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.

Location

Renton, Washington

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 a senior team member or department member if the situation is beyond the 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 installs 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 and 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.

State-Specific Salary Range Disclosure Requirements

Salary will generally fall between $47,394 - $77,327 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Tyler Technologies is 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.