About this role
About the Role
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. The Associate Software Support Specialist is an entry-level position, learning 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 Associate Software Support Specialist is expected to continually grow and expand knowledge of the product. What You'll Do
- Provide inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.
- Analyze data reports, forms, and web technologies commensurate with level of training and understanding.
- Determine whether to resolve issues personally or to refer to a more experienced team member.
- Communicate proactively with all parties involved 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 submit client issues to development team for resolution as needed.
- May create or enhance documentation throughout the support process.
- Commit to expanding technological skills and knowledge of the Tyler products.
- Demonstrate awareness of and adherence to Company policies as outlined in the Employee Handbook (Safety, Equal Employment Opportunity, Business Ethics, Anti-Harassment).
- Perform other duties as assigned. What We're Looking For
- Bachelor's degree in a related field or equivalent experience.
- 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.
- Ability to travel preferred. Compensation & Benefits
- Salary: USD 46,500 - 70,000 per year before geographic adjustments.
- Benefits: wide range of benefits to support the overall wellness of you and eligible family members.