Software Support Specialist Jobs

INTRODUCTION

As a Software Support Specialist, you’ll provide basic-level support by researching and troubleshooting software issues, guiding clients on product functionality, and resolving straightforward concerns. You’ll develop your skills through data analysis, collaborative testing, and effective communication—while continually expanding your knowledge of Tyler’s products and tools.

If you have the following competencies, we want to talk to you:

• Financial, Payroll, or Utility Management background
• Strong desire to work with a team that has common goals
• Passion for helping clients and building rapport
• Desire to work in a fast-paced environment where every day offers diverse questions
• Aptitude for problem solving and thinking out-of-the-box.

Responsibilities

• Troubleshoots and resolves clients’ online and phone inquiries regarding software issues, while providing excellent customer service.
• Uses and programs SQL to resolve basic to moderate issues.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• Collaborates on client issues with the development team for issue resolution as needed.
• Commits to expanding technology skills, and knowledge of Tyler products.
• May assist in establishing issue priorities to ensure a timely and effective response and solution.
• Work on critical, highly complex customer problems that may span multiple applications and environments.
• May provide training to client end-users.
• Contributes to company knowledge library and/or Tyler Community.
• May participate in User Group meetings and Tyler’s Annual Conference.
• Communicate professionally, clearly, and appropriately with clients and coworkers.
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
• Work effectively both independently and in a team-oriented environment.
• Provide limited hardware and operating system support.
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Performs other duties as assigned.

QUALIFICATIONS

• Bachelor's degree in a related field or equivalent experience.
• Previous experience required in a software support position, or in a position that demonstrates systems knowledge and experience, is a plus.
• Experienced with Finance, Payroll or Utility Management a plus.
• Knowledge of Tyler Technologies software is a plus.
• 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, etc.
• Experience working with relational databases or SQL preferred.
• Knowledgeable with Microsoft Office.
• 5% Travel.