About this role
Job title: Associate Software Support Specialist
About the Role
The Associate Software Support Specialist provides basic-level software support to Tyler clients, focusing on issues that are easily resolved. This entry-level role develops skills in data analysis, troubleshooting, and communication to ensure timely resolution and ongoing product knowledge growth.
What You'll Do
- Provides inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.
- Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
- Determines whether to resolve issues personally or to refer to a more experienced team member.
- Reads and writes SQL to resolve basic 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).
- 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.
- Performs Quality Assurance testing for software module upgrades/changes.
- Analyzes results to ensure that software performs as required.
- May create or enhance documentation throughout the support process.
- 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.
- 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.
- 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 basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
- Work effectively both independently and in a team-oriented environment.
- Effectively utilize available resources.
- Accurately record all details and progress in incident tracking system(s).
- Proactively improve knowledge and develop analytical and technical skills.