Customer Support Specialist

About the Role The Customer Support Specialist plays a critical role in both client support and client education, ensuring customers resolve issues and gain confidence and proficiency in Tyler Technologies software. This role blends technical troubleshooting with structured training to drive product adoption, client satisfaction, and long-term success. The position supports proactive client engagement and requires the ability to lead live training sessions via phone or Microsoft Teams. Based in Pittsburgh, the role supports districts using integrated district management solutions, including school ERP, student information, transportation, and data-driven decision-making. The ideal candidate leverages AI-assisted tools to improve efficiency and contributes insights that support product innovation and smarter client workflows. What You'll Do

• Client Support & Troubleshooting: Provide inbound phone, web, and email software support; analyze data reports, forms, and application functionality to troubleshoot and resolve basic to moderate software issues; utilize AI-powered tools and internal knowledge systems; communicate clearly to manage expectations; escalate to development/technical teams when appropriate; perform QA testing for software updates or AI-enabled features.
• Client Training & Enablement: Deliver engaging, structured training sessions to end-users via phone, Microsoft Teams, or other virtual platforms; translate technical concepts into clear, user-friendly instruction; lead live demonstrations; assess learner needs and adapt approaches; reinforce adoption by explaining why practices matter; develop and maintain training materials, documentation, job aids, and knowledge resources; support onboarding and ongoing client education; conduct periodic audits of client portals and configurations to evaluate usage and alignment; proactively suggest features and automation to broaden adoption.
• Professional Growth & Collaboration: Expand knowledge of products and AI-enabled capabilities; stay current with AI trends and recommend enhancements to streamline workflows; collaborate cross-functionally to share client feedback for product improvements; maintain accurate incident documentation; adhere to company policies; perform other duties as assigned. What We're Looking For
• Education: Bachelor’s degree in Education, Information Systems, Business, Communications, or related field preferred; equivalent experience considered.
• Experience: Strong background in client training, instructional delivery, or education preferred; experience leading training sessions.
• Skills: Excellent communication, analytical thinking, and instructional ability; ability to troubleshoot software issues and translate technical concepts to varying levels of technical proficiency; comfort with AI-enabled tools and automation; ability to lead live demonstrations (via Teams or other platforms).
• Attributes: Professional, client-focused approach; ability to work across teams and manage multiple priorities; willingness to continuously learn about new products and AI features. Nice to Have
• Familiarity with AI-assisted support tools and automation concepts; experience delivering training in education or software contexts; proficiency with Microsoft Teams and virtual training platforms.