Technical Support Specialist

About the Role The Technical Support Specialist provides basic software support and technical assistance with Tyler software products to Tyler clients and employees. They diagnose and resolve software issues in a timely and courteous manner, often collaborating with Technical Support Specialists and Senior Technical Support Specialists to ensure smooth operation of Tyler 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 Product Managers of findings to trigger appropriate reports.
• Resolve client inquiries and issues by coordinating with Technical Support Specialists, Senior Technical Support Specialists and Technical Support Analysts; communicate resolutions effectively via email.
• 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 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.
• Provide assistance to clients for standard workstation install of client software for products in their subject matter area of expertise as needed, including but not limited to FourJs, Munis Internet Updater, Tyler Content Manager, Tyler Cashiering and Tyler Reporting.
• 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 or business administration, or comparable work experience.
• Experience in ERP solutions, accounting software, accounting or computers.
• Proficiency using computers and exposure to relational databases or SQL.
• 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
• Familiarity with Tyler product suite such as FourJs, Munis Internet Updater, Tyler Content Manager, Tyler Cashiering and Tyler Reporting. Compensation & Benefits
• Salary range: $47,394 - $77,327 before adjustment for geographic differences.
• Equal opportunity employer; accommodations available upon request.