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Associate Software Support Specialist

Company: Tyler Technologies, Inc.
Location: Longview
Posted on: November 17, 2021

Job Description:

The Associate Technical Support Specialist provides basic software support and technical assistance with software problems to Tyler clients and employees. They are responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Technical Support Specialists and Senior Technical Support Specialists to resolve issues with Tyler software products.LocationLongview, Texas - RemoteTravel0-5%ResponsibilitiesStrong desire to work with a team that has common goalsPassion for helping clients and building rapportDesire to work in a fast-paced environment where every day offers diverse questionsAptitude for problem solving and thinking out-of-the-box.Provides inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.Determines whether to resolve issues personally or to refer to a more experience team member.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 create or enhance documentation throughout the support process.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.Performs other duties as assigned.QualificationsBachelor'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.Knowledgeable with Microsoft Office.Taking Care of You & Your FamilyYour health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Keywords: Tyler Technologies, Inc., Longview , Associate Software Support Specialist, IT / Software / Systems , Longview, Texas

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