Technical Support Specialist

Description

Position Description

Job Title: Technical Services Support Specialist

Department/Group: Technical Support

Position Summary

The Technical Services Support Specialist provides systems management technical support and expertise to Tyler clients and employees related to assigned software product.

Principal Duties

Provides ticket system management (client-facing and internal ticket systems), troubleshooting, and consultation technical support to clients and partners. Primary areas of support include:

• Remote support for on-site technicians
• Resolving issues with Windows-based kiosks and Android handhelds
• Troubleshooting and investigation of kiosk software issues
• Hardware configuration and troubleshooting
• Resolves client inquiries and issues in a timely manner; communicates closure effectively through email and phone communications.
• Documents and records all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
• Manages open calls by identifying and prioritizing issues according to published policies.
• Escalates to senior team member or department member if situation is beyond ability and additional assistance is needed.
• Identifies and meets service measurements and metrics on a daily, weekly, monthly, and quarterly basis.
• Collaborates with other teams, departments and divisions with issues pertaining to Tyler software applications and hardware.
• May contribute to company knowledge library.
• May conduct training for end-users.
• Follows documented Tyler Technologies policies and procedures.
• Performs other duties as assigned.

Scope and Impact (Accountability)

The Technical Services Support Specialist is responsible for diagnosing and solving customer issues in a timely and courteous manner. The incumbent may work independently or with other team members to resolve hardware, software, and other technical issues related to Tyler applications. The Technical Services Support Specialist is the first line of contact with the customer. This has a great impact on the reputation of the company and therefore on our reference ability as a company and ability to secure recurring revenue. A client's impression of the entire company is often based on the quality of their experience when calling technical support.

Complexity

The Technical Services Support Specialist must be able to:

• Become a trusted client resource by providing service that consistently demonstrates strong product knowledge and work ethic along with respect for the client.
• Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.

• Provide support in the various systems management environments related to the CorrectPay application software and legacy applications, installed on Windows and Android Operating Systems.

• Provide support in Tyler products and first tier support for products from other Tyler divisions.
• Respond to client requests for service by priority according to published policies.

• Build rapport with clients to turn what may be a negative situation into a positive customer service experience.
• Manage and prioritize multiple and often conflicting tasks.

• Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical. Focus on providing accurate answers in a pleasant manner.

• Adapt to changing product and environments.
• Demonstrate full product knowledge and eliminate knowledge gaps in legacy, current and future products, and services by means of self-study, supplemented by formal education.

• Provide seamless integration to department and company resources to reinforce single point of contact and total incident ownership, including those outside direct area of responsibility.

Education, Experience and Special Skills

• Bachelor's degree in computer science, MIS, Business Admin with Computer knowledge, or equivalent experience.
• Experience troubleshooting and resolving issues with Windows and Android Operating systems.
• Working knowledge of Windows operating systems and troubleshooting.
• Ability to troubleshoot PC configurations and connectivity issues.
• Excellent interpersonal and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
• Strong analytical and problem-solving skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to maintain a positive, professional attitude.