Software Support Specialist

Description The Software Support Specialist handles issues which may require some research, thought, and troubleshooting skills.  The Software Support Specialist will provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved.  You will learn how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues.

The Software Support Specialist is expected to continually grow and expand knowledge of the product.

Candidates must be local to Latham, NY, and willing to fill a shift that supports our clients between 6:00 am and 8:00 pm EST.Responsibilities Provides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficiently

Analyzes data reports, forms, and web technologies

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)
Assist Implementation Specialists and Project Managers in establishing issue priorities to ensure a timely and effective response and solution

May assist with writing estimates for software modification specifications and documentation of support processes

May submit client issues to development team for resolution as needed.

Work on critical, highly complex customer problems that will spanning multiple applications and environments

Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required

May provide training to client end-users (typically via webinar)
Creates or enhances documentation throughout the support process

Contributes to company knowledge library and/or Tyler Community May participate in Early Adopter activities

May participate in User Group meetings and activities

Troubleshoot application deployments, recreate customer issues, and build proof of concept applications

Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files

Apply advanced troubleshooting techniques to provide unique solutions depending on customer use cases

Commits to expanding technological skills and knowledge of the Tyler products

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

Participate in the achievement of subject level agreements

May participate in On Call coverage and may require shifts outside of normal business hours

Communicate professionally, clearly, and appropriately with clients and coworkers

Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients

Solve problems effectively in an ever-evolving environment

Demonstrate proficient knowledge of support processes, problem management tools and procedures

Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization

Maintain composure under pressure

Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications

Work effectively both independently and in a team-oriented environment

Assist other team members

Provide limited hardware and operating system support

Effectively utilize available resources

Accurately record all details and progress in incident tracking system(s)
Qualifications Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience 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…