Software Support Team Lead

Description

The Software Support Team Lead is responsible for the day-to-day operations of their support team to ensure service goals are met and clients receive exceptional support. The position positively resolves client concerns by maintaining and growing customer relationships, coaching and guiding junior Support staff, and maintaining client satisfaction and performance metrics.

Responsibilities

• By providing day-to-day supervision of the team, achieves and maintains the service goals of the Client Services Department and creates new ways for reaching these goals
• Develops employees on the team:
  • Addresses performance issues
  • Provides regular performance feedback
  • Assesses training needs and oversees training for team members
  • Provides soft skills training
  • Provides input on employee retention activities
  • Meets regularly with employees individually and as a team
• Responds to escalated client issues and negotiates solutions based on client needs and company policies
• Facilitates information flow between appropriate departments so that all employees have access to the same information regarding specific Tyler software
• Works with both clients and internal staff to review product changes and defects, providing feedback to
• Development to improve the overall product
  Monitors and improves upon daily and weekly performance metrics as provided by the Software Support Manager
• Reviews release documentation and provides feedback to Tyler Documentation staff
• Manages in-peril client support (Tyler Care) activities
• Contributes to company knowledge library and contributes to Tyler Community
• Continually develops product expertise by reviewing new functionality, testing product issues and utilizing internal resources
• Prepares and delivers annual performance reviews
• May be responsible for specific clients' well-being and maintenance of those relationships, which may include status calls and reporting
• Respects clients' policies and procedures, and follows documented Tyler policies and procedures
• Performs other job-related duties and manages projects created for strategic clients as assigned.
• Determine the best path for exceeding daily and weekly Support metrics while fostering a positive environment.
• Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from managerial to clerical.
• Work effectively in a fast-paced, team-based, client service-oriented environment.
• Demonstrate expert product knowledge and exhibit strong business process knowledge.
• Manage and prioritize multiple and often conflicting tasks, personnel issues, and organizational issues.
• Maintain composure under pressure, rapidly and accurately assessing situations using sound reasoning to arrive at timely, workable solutions.
• Demonstrate a willingness to learn as well as an ability to coach and mentor others.

Qualifications

• BS/BA degree in related field or equivalent work experience is required.
• Expert-level experience with Tyler software products or 3-5 years' experience in Tyler's Client Service organization is required.
• Effective conflict management, resolution and communication skills are required.
• Demonstrated ability to maintain a positive, professional attitude and an aptitude for service is required.
• Excellent interpersonal skills are required, including verbal and written communications.
• Demonstrated ability to work independently as well as in a team is required.