Software Support Specialist

6 days ago

Vancouver, British Columbia, Canada Tyler Technologies, Inc. Full time
Job Summary

We are seeking a highly skilled Software Support Specialist to join our team at Tyler Technologies, Inc. As a key member of our client support team, you will be responsible for providing exceptional technical support to our clients, ensuring timely resolution of software issues, and promoting a positive overall support experience.

Key Responsibilities
  • Client Support: Provide technical support to clients via phone, email, or web, resolving easy to moderate software issues in a timely and efficient manner.
  • Issue Analysis: Analyze data reports, forms, and web technologies to identify and resolve software issues.
  • SQL Proficiency: Use and program SQL to resolve basic to moderate issues.
  • Communication: Communicate effectively with clients and coworkers, ensuring clear and concise communication to meet and manage client expectations.
  • Issue Tracking: Use Tyler's client management system to create, track, and update details on client issues.
  • Documentation: Create or enhance documentation throughout the support process, contributing to the company knowledge library and/or Tyler Community.
  • Training: Provide training to client end-users, typically via webinar, to ensure effective use of software solutions.
  • Quality Assurance: Perform Quality Assurance testing for software module upgrades/changes, analyzing results to ensure software performs as required.
  • Team Collaboration: Work effectively with other team members, assisting with issue resolution and providing support as needed.
Requirements
  • Education: Bachelor's degree in a related field or equivalent experience.
  • Interpersonal Skills: Excellent interpersonal skills, with the ability to communicate effectively with clients and coworkers.
  • Problem-Solving Skills: Effective decision-making and problem-solving skills, involving troubleshooting basic to moderate issues.
  • Organizational Skills: Strong organizational skills, with the ability to prioritize tasks and manage multiple projects.
  • Technical Skills: Basic knowledge and understanding of database structures, including fields, tables, views, and database objects. Experience working with relational databases or SQL preferred.
  • Software Skills: Knowledgeable with Microsoft Office and familiar with software development tools.
Scope and Impact

The Software Support Specialist plays a critical role in ensuring a positive overall support experience for our clients. As the face of Tyler Technologies, this position has a direct impact on client satisfaction, retention, and revenue growth. The ability to provide exceptional service will shape our clients' opinions of our products, services, and company.

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