Software Support Specialist
Job Description
Description
Responsibilities
- Provides inbound phone, web or email software support to resolve easy-moderate 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). - 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.
- 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.
- 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.
- Accurately record all details and progress in incident tracking system(s).
- Proactively improve knowledge and develop analytical and technical skills.
Qualifications
- Bachelor's degree in related field or equivalent experience.
- A minimum of 12 months previous experience required in an Associate Software Support Specialist position, or in a position which demonstrates systems knowledge and 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 a plus.
- Ability to travel preferred.
Date Posted
02/13/2023
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Subjectivity Score: 0.9
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