Software Support Specialist

Description As a Software Support Specialist, you’ll provide medium- to high-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:

Permitting, Licensing, Financial, GIS, and ERPStrong 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.

Position Objective The Software Support Specialist provides software support and technical assistance to Tyler clients and employees to ensure a pleasant and beneficial experience with the Support Department. S/he is responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Support staff to resolve issues with Tyler software products.

Principal Duties In a fast-paced organization, provides phone, web, or email software support, direction, assistance, and consulting for clients in the US and Canada, sometimes managing multiple client issues

Promptly provides analysis, diagnostics, and resolution to client inquiries, communicating effectively through email, chat, and telephone to maintain maximum client productivity

Accepts escalated client issues from Software Support Specialists and Associate Software Support Specialists Evaluates and prioritizes technical issues and escalates to a senior team member if additional expertise or assistance is needed

Documents and records all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues

Contributes to company knowledge library and contributes to Tyler Community Continually develops product expertise by reviewing new functionality, testing product issues, and utilizing internal resources

Tests software as necessary

Provides formal, on-line/site training to clients and participates in User Groups as may be assigned

Participates in Early Adopter activities as may be assigned

Respects clients’ policies and procedures, and follows documented Tyler policies and procedures

Performs other job-related duties as assigned

Scope and Impact (Accountability)
Responsibilities include fielding inbound incidents and proactively reaching out to provide software support for clients. These may include following up on defects, providing short training sessions, and providing guidance on data correction. This individual does not control the volume. Decision-making is limited to resolving issues. Consequences of error carry a moderate risk to the organization. The impact is substantial, as clients have long-term contact with Support team members, which shapes their opinions of Tyler’s products and services.

Complexity The successful individual will be able to:

Become a trusted client resource by providing service that consistently demonstrates strong product knowledge, a good work ethic, and respect for the client.

Build rapport with clients to turn what may be a negative situation into a positive software service experience.

Prioritize software support and technical issues, evaluate issue severity with regard to escalation, and demonstrate a sense of urgency.

Manage and prioritize multiple and often conflicting tasks, including helping other team members.

Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from…