Software Support Specialist

The Software Support Specialist handles issues which may require some research, thought, and troubleshooting skills.

The Software Support Specialist will provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved.

You will learn how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product.

Responsibilities

Provides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and

efficiently

Analyzes data reports, forms, and web

technologies

Uses and programs SQL to resolve basic to moderate

issues

Responsibly communicates to all parties involved in issue resolution to meet and manage client

expectations

Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s)

Assist Implementation Specialists and Project Managers in establishing issue priorities to ensure a timely and effective response and

solution

May assist with writing estimates for software modification specifications and documentation of support

processes

May submit client issues to development team for resolution as needed.

Work on critical, highly complex customer problems that will spanning multiple applications and

environments

Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as

required

May provide training to client end-users (typically via webinar)

Creates or enhances documentation throughout the support

process

Contributes to company knowledge library and/or Tyler Community

May participate in Early Adopter

activities

May participate in User Group meetings and

activities

Troubleshoot application deployments, recreate customer issues, and build proof of concept

applications

Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration

files

Apply advanced troubleshooting techniques to provide unique solutions depending on customer use

cases

Commits to expanding technological skills and knowledge of the Tyler

products

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

Participate in the achievement of subject level

agreements

May participate in On Call coverage and may require shifts outside of normal business

hours

Communicate professionally, clearly, and appropriately with clients and

coworkers

Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned

clients

Solve problems effectively in an

ever-evolving

environment

Demonstrate proficient knowledge of support processes, problem management tools and

procedures

Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the

organization

Maintain composure under

pressure

Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications

Work effectively both independently and in a team-oriented

environment

Assist other team

members

Provide limited hardware and operating system

support

Effectively utilize available resources

Accurately record all details and progress in incident tracking system(s)

Qualifications

• Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience is 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.

Knowledgeable with Microsoft Office

• Knowledge and understanding of software development tools a plus.
• Ability to travel
• preferred
• Must be local to Latham, NY
• Must be willing to fill a shift that supports our clients between 6:00 am and 8:00 pm

EST