Support Representative - Appraisal & Tax at Tyler… · Moraine

Software Support Moraine, Ohio Dayton, Ohio

Description

• 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
• Excellence in interpersonal, organizational, and communication skills

Responsibilities

This position is 8am - 5pm EDT with a work arrangement of in-office Tuesday through Thursday and remote Monday and Friday.

• Serves as the primary contact person for a specific group of clients.
• Reviews clients’ support contracts and product and module licenses, as well as the scope of support services available to them.
• Understands and manages the process for handling support requests which fall outside the scope of a client’s contract.
• Responds promptly to client e-mail, voice mail, and issues submitted via the web portal.
• Creates electronic incidents of reported software issues after gathering all pertinent details from client.
• Tracks resolution progress of client incidents by monitoring internal reports and requesting updates from analysts and database technicians.
• Provides information on the availability of new releases, service packs, hot patches, and baseline fixes to the client and facilitates their delivery.
• Ensures that support actions on behalf of client align with client business processes/schedules and staff responsibilities.
• Creates incident status reports, facilitates conference calls, and provides documentation to clients as requested.
• Works with project managers to assist smooth transition from implementation to support.
• Partners with clients to seek optimum solutions for recurring software or work process issues.
• Supports other client managers, analysts, and developers by keeping client data on internal share sites up-to-date and via timely e-mail announcements.
• Communicates with clients frequently to ensure their satisfaction with service, to strengthen working relationships, and to increase Company awareness of the potential for additional sales opportunities.
• Prioritizes and establishes due dates for incident tickets per Tyler’s guidelines.
• Seeks additional information from clients to aid issue troubleshooting or determine if decisions have been made in order for analysts to move forward.
• Follows up with clients once a resolution is delivered to ensure that results provide acceptable resolution and then closes the incident.

Qualifications

• Bachelor’s degree in Business or related field.  Equivalent work experience may substitute for degree requirement.
• A minimum of 3-5 years’ experience required in one or more of the following:
  • Client relations, particularly in a technical environment
  • Technical business analysis
• Exceptional interpersonal and negotiating skills
• Excellent decision making and problem solving skills
• Excellent organizational skills
• Excellent written and oral communication skills
• Facility with Microsoft Word, Microsoft Excel, and Microsoft Office Outlook or equivalent software
• Valid driver’s license issued by the state in which the employee lives
• Knowledge of state/county/municipal government property valuation/assessment or tax billing and collection in public or private sector is helpful
• Must be able to travel occasionally