Associate Software Support Specialist

Description

The Associate Software Support Specialist will provide software support for Tyler SISFin clients in the use, functionality, and understanding of our products and databases. The Associate Software Support Specialist ensures 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. This role is expected to continually grow and expand knowledge of the product.

Responsibilities

• Provides inbound phone, web, or email software support to resolve client inquiries and problems effectively and efficiently.
• Analyzes data reports, forms, and web technologies.
• 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). May submit client issues to management for resolution as needed.
• Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
• 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.
• 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.
• 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.
  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).
• Proactively improve knowledge and develop analytical and technical skills.
• Timely attendance is a must.

Qualifications

• Prior SISFin knowledge is a plus.
• Bachelor's degree in related field or equivalent experience.
• 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.
• Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools is a plus.