Technical Services Support Specialist

Tyler Technologies; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Tyler Technologies, Inc. in the United States is seeking a Technical Support Specialist who will provide basic software support and technical assistance to Tyler clients and employees.

You will diagnose and resolve issues, independently or with senior specialists, and ensure timely, courteous service. You will handle first level diagnosis, document client interactions, prioritize incidents, and assist with on-site implementations as needed.

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.
• Demonstrated ability to maintain a positive, professional attitude.

Responsibilities

• Provide general software, operating system and hardware phone support to Tyler Technical.
• Assist clients and on-site Implementation staff.
• Conduct first level diagnosis of system defects and notify Product Managers.
• Resolve client inquiries and issues and communicate resolutions via email.
• Document and record client interactions in designated systems.
• Manage open calls by prioritizing issues according to policies.
• Escalate to senior staff when needed.
• Identify and meet service metrics daily, weekly, monthly and quarterly.
• Participate in education to gain knowledge of Tyler products and services.
• Assist clients with standard workstation install of client software (FourJs, Munis Internet Updater, Tyler Content Manager, Tyler Cashiering, Tyler Reporting).
• Follow Tyler Technologies, Inc. policies and procedures.

Skills

Interpersonal skills

Analytical skills

Multitasking

Education

Bachelor’s degree in computer science or business administration

Job description

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.

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.