Software Support Specialist

DescriptionAs 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 backgroundStrong desire to work with a team that has common goalsPassion for helping clients and building rapportDesire to work in a fast-paced environment where every day offers diverse questionsAptitude for problem solving and thinking out-of-the-box.ResponsibilitiesTroubleshoots and resolves clients’ online and phone inquiries regarding software issues, while providing excellent customer service.Uses and programs SQL to resolve basic to moderate issuesResponsibly communicates to all parties involved in issue resolution to meet and manage client expectationsUses 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 solutionWork on critical, highly complex customer problems that may span multiple applications and environmentsMay provide training to client end-usersContributes to company knowledge library and/or Tyler CommunityMay participate in User Group meetings and Tyler’s Annual ConferenceCommunicate professionally, clearly, and appropriately with clients and coworkersMaintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organizationWork effectively both independently and in a team-oriented environmentProvide limited hardware and operating system supportDemonstrates 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 policiesPerforms other duties as assigned.QualificationsBachelor'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 plusExperienced with Finance, Payroll or Utility Management a plusKnowledge of Tyler Technologies software is a plusExcellent interpersonal skills.Effective decision making and problem-solving skills involving troubleshooting basic to moderate issuesStrong organizational skillsEffective analytical ability, particularly in a technical environmentExcellent written and verbal communication skillsBasic knowledge and understanding of database structures including fields, tables, views, database objects, etc.Experience working with relational databases or SQL preferred.Knowledgeable with Microsoft Office5% Travel