Associate Software Support Specialist

Job title: Associate Software Support Specialist

About the Role

The Associate Software Support Specialist is an entry-level position providing basic payment processing software support for Tyler clients in the use, functionality, and understanding of Tyler products and databases. The role focuses on ensuring 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. The Associate Software Support Specialist will continually grow and expand knowledge of Tyler products.

What You'll Do

• Provide inbound support to resolve client inquiries and problems.

• Analyze data reports, forms, and web technologies commensurate with the level of training and understanding.

• Determine whether to resolve issues personally or to refer to a more experienced team member.

• Responsibly communicate to all parties involved in issue resolution to meet and manage client expectations.

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

• May assist with writing documentation of support processes.

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

• May create or enhance documentation throughout the support process.

• Commits to expanding technological skills and knowledge of 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.

• Performs other duties as assigned.

• What We're Looking For

• Bachelor's degree in a related field or equivalent experience.

• Experience with payment processing software.

• 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.

• Knowledgeable with Microsoft Office.

• Compensation & Benefits

• Salary will generally fall between $46,500 - $55,000 before adjustment for geographic differences.

• Recruiter can confirm if position is incentive eligible.

• Your health and well-being are important to us. We offer competitive benefits to support health and financial wellness. Learn more about how we care for our people.