Application Support Specialist

3 weeks ago

Toronto, Canada Tyler Technologies Full time

**Responsibilities**:

- Monitoring status of new and ongoing support requests to ensure contractual and/or agreed response, update, and resolution timelines are met
- defect troubleshooting, documentation, and resolution
- responding to inquiries about the functionality of the solution
- requirements gathering
- process re-engineering
- solution configuration
- quality assurance testing of software fixes and enhancements
- deployment of software updates/release and data remediation
- training
- issues tracking and status reporting (through correspondence and client meetings)
- Participation in the software implementation process when applicable
- Facilitating effective communication between the client and the development group 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)
- Facilitating the increase of recurring revenue through need identification and upselling of additional support services and product customization
- Proactively monitoring the client’s environment, keeping the client informed of any issues or patterns that could cause problems, and providing/communicating solutions to correct the issue
- Participating as part of a pool of Software Support Specialists to provide support to other clients should a primary assigned Software Support Specialist be off or unavailable. All Software Support Specialists will be involved on a rotational basis to provide on-call support outside normal business hours
- Potentially traveling to client locations for on-site visits

**Qualifications**:

- Excellent written and spoken English language skills, with the ability to communicate professionally
- Ability to read, analyze, and interpret technical procedures or governmental regulations
- Ability to clearly and concisely write business correspondence, business requirements, issue replication documentation, quality assurance testing documentation, and resolution procedures
- Strong analytical, problem-solving, communication, and interpersonal skills with attention to detail
- Capability to - and a strong level of comfort with - effectively presenting information and responding to questions from managers, business and technical staff, and clients
- 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
- Willingness to work extra hours to meet client deadlines
- Bachelor’s degree in Computer Science, Engineering, Business Administration, Science, Economics, Mathematics, or similar field of study
- Some technical background ideally involving at least familiarity with SQL with one or more RDB platforms, while not required, would be a strong asset
- 2+ years of continued client service experience in proprietary products preferred
- Soft skills training and/or experience are a strong plus
- Canadian citizenship or Permanent Residency
- The ability to travel within the U.S and to Canada may be required
- Flexibility to perform some shift and on-call work as required

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