Associate Software Support Specialist

About the Role The Associate Software Support Specialist provides basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. This entry‑level role focuses on learning how to ensure timely resolution of client software issues through data analysis and troubleshooting, using multiple development tools, best-practice communication, and coordinated testing, while expanding knowledge of Tyler products. What You'll Do

• Provide inbound phone, web or email software support to resolve client inquiries and problems that are easily solved.
• Analyze data reports, forms, and web technologies commensurate with training and understanding.
• Determine whether to resolve issues personally or refer to a more experienced team member.
• Read and write SQL to resolve basic issues.
• Communicate professionally with all parties involved to meet client expectations.
• Use Tyler's client management system to create, track, and update details on 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.
• Perform Quality Assurance testing for software module upgrades/changes and analyze results.
• Contribute to documentation throughout the support process.
• Commit to expanding technological skills and knowledge of Tyler products; adhere to company policies.
• Record all details and progress accurately in incident tracking systems.
• Work effectively both independently and in a team; utilize available resources.
• Maintain composure under pressure and an approachable demeanor to ensure clients’ confidence in the organization. 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.
• Basic knowledge and understanding of database structures including fields, tables, views, database objects.
• Exposure to relational databases or SQL is desired.
• Exposure to .NET framework (including HTML, XSL, XML, and related technologies) is desired.
• Knowledgeable with Microsoft Office.
• Ability to travel preferred. Nice to Have
• Knowledge and understanding of software development tools is a plus. Compensation & Benefits
• Salary will generally fall between $46,500 - $51,000 before adjustment for geographic differences.
• Competitive benefits to support health and financial wellness.