Software Support Specialist

Description

Responsibilities

The successful candidate will support and become a subject matter expert on clients' implementations of public sector licensing & regulatory software. Support obligations and maintenance of positive client relationships will be managed through the:

• Timely response to client inquiries and requests for assistance with a suite of regulatory products. Monitoring the status of new and ongoing support requests to ensure contractual and agreed response, update, and resolution timelines are met.
• Demonstrating and applying an ever-growing knowledge of license business practice and products in the processes of requirements gathering, process re-engineering, configuration and deployment of software, data conversion, training, and issue tracking, resolution, and support. Some participation in the implementation process may be required.
• Facilitate effective communication between the client and the development group. This involves interfacing with Tyler Technologies and client management, operations, and technical personnel.
• Working with the client and Tyler Technologies technical resources to troubleshoot, fully define and address and resolve client needs and issues.
• Effectively communicating the ongoing status of reported support requests to the Federal Division management and designated client contact(s).
• Tracking and increasing recurring revenue through sales of additional support services and product customization.
• Special projects are based on the individual aptitudes and interests of the selected candidate. It is our objective to use the Software Support Specialist role as a training ground for product experts and future managers and like our team members to build up a broad range of skills. This is a hands-on job involving the expectation that staff will, with some independence and autonomy, become subject matter and product experts.

Qualifications

• Excellent written and spoken English language skills, with the ability to communicate professionally.
• Strong analytical, problem-solving, communication, and interpersonal skills with attention to detail.
• Ability to work on multiple projects simultaneously.
• Strong organizational skills with the ability to prioritize and manage multiple competing priorities.
• Strong documentation skills.
• Ability and enthusiasm to learn quickly.
• Self-motivated, high-energy, independent worker, and strong team member.
• Focus on problem resolution rather than just problem identification. Creativity and critical thinking are required.
• Experience with current office tools for project planning, word processing, spreadsheets, presentations, and email is required.
• Willingness to work extra hours to meet client deadlines.
• Bachelor's degree in Computer Science, Engineering, Business Administration, Science, Economics, Mathematics, or a similar field of study.
• While not required, some technical background ideally involving at least mastery of SQL with one or more RDB platforms would certainly be an asset.
• Some shift and on-call work may be required.
• Some travel within the U.S. and to Canada may be required.
• Bachelor's degree (B. A.) from a four-year college or university.
• 2+ years of continued customer service experience in proprietary products preferred.
• Knowledge of relational databases, and SQL preferred.
• Soft skills training and/or experience are a strong plus.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret technical procedures or governmental regulations. Ability to write business correspondence and resolution procedures. Can effectively present information and respond to questions from managers, business and technical staff, and clients.

MATHEMATICAL SKILLS:

Must be able to perform basic mathematical equations and calculate figures and amounts such as sums, proportions, and percentages.

REASONING ABILITY:

Problem-solving skills of practical to complex issues in situations where standardization exists but utilization varies are required. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.