Associate Technical Support Specialist

Job title: Associate Technical Support Specialist

About the Role

The Associate Technical Support Specialist provides basic software support and technical assistance with software problems to Tyler clients and employees. They are responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Technical Support Specialists and Senior Technical Support Specialists to resolve issues with Tyler software products.

What You'll Do

• Provide general software, operating system, and hardware phone support to Tyler Technical Support clients and on-site Implementation staff.

• Conduct first-level diagnosis of system defects and notify Technical Support Product Managers of findings so the appropriate reports can be submitted.

• Resolve client inquiries and issues promptly by working with Technical Support Specialists, Senior Technical Support Specialists, and Technical Support Analysts; communicate resolution effectively through email communications.

• Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.

• Manage open calls by identifying and prioritizing issues according to published policies.

• Escalate to a senior team member or department member if the situation is beyond the technician’s control and additional assistance is needed.

• Identify and meet service measurements and metrics on a daily, weekly, monthly, and quarterly basis.

• Participate in formal education and self-study to gain knowledge of Tyler products and services.

• Assist clients with standard workstation installation of client software for products.

• Follow documented Tyler Technologies, Inc. policies and procedures.

• Respect the client’s policies and procedures.

• What We're Looking For

• Bachelor’s degree in computer science, business administration, or comparable work experience.

• Experience in ERP solutions, accounting software, accounting, or computers.

• Proficiency in using computers and exposure to relational databases or SQL are desired.

• Excellent interpersonal and communication skills.

• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.

• Strong analytical and problem-solving skills.

• Ability to work independently and in a team environment.

• Demonstrated ability to maintain a positive, professional attitude.

• Nice to Have

• Experience with ERP and accounting software; familiarity with SQL databases.

• Compensation & Benefits

• Competitive benefits to support health and financial wellness.

• Tyler is recognized as a great workplace locally and nationally; we’re committed to growing our people.