Software Support Specialist, Civil Process at Tyler… · Troy

Description

Responsibilities  

• Provides inbound phone, web or chat software support to resolve easy-moderate client inquiries and problems effectively and efficiently.  
• Responsibly communicates to all parties involved in issue resolution to meet and manage client  expectations.  
• Provide guidance in data correction and resolving/escalating client incidents.  
• Follows up on defects and acts as advocate for the client to ensure timely and accurate issue resolution.  
• Consult clients on best practices for optimal use of Tyler products.  
• Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing  internal resources.  
• May assist with documentation of support processes.  
• Creates or enhances documentation throughout the support process.  
• Contributes to company knowledge library and/or Tyler Community.  
• May participate in User Group meetings and activities.  
• 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.  
• May travel (0-15%).  

Qualifications  

• Bachelor's degree in related field or equivalent experience.  
• A minimum of 2-3 years of software support experience.  
• Financial education or background 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.  
• Proficiency using MS Windows required  
• Knowledgeable with Microsoft Office.