Software Support Specialist

6 days ago

Vancouver, British Columbia, Canada Tyler Technologies Full time

Job Summary

The Software Support Specialist at Tyler Technologies is responsible for providing timely and effective software support to clients. This role requires strong technical skills, excellent communication abilities, and a customer-centric approach.

Key Responsibilities

  • Provide software support to clients via phone, email, or web-based platforms.
  • Use Tyler's client management system to track and resolve client issues.
  • Assist with writing estimates for software modification specifications and documentation of support processes.
  • Submit client issues to the development team for resolution as needed.
  • Perform Quality Assurance testing for software module upgrades/changes.
  • Provide training to client end-users via webinars.
  • Contribute to the company knowledge library and/or Tyler Community.
  • Participate in Early Adopter activities and User Group meetings.
  • Expand technological skills and knowledge of Tyler products.
  • Demonstrate awareness of and adherence to Company policies.

Qualifications

  • Bachelor's degree in a related field or equivalent experience.
  • Excellent interpersonal and communication skills.
  • Effective decision-making and problem-solving skills.
  • Strong organizational and analytical abilities.
  • Knowledge of database structures and relational databases.
  • Experience with.NET framework and Microsoft Office.

Complexity

The Software Support Specialist handles issues that require research, thought, and troubleshooting skills. The incumbent uses previous experience and internal practices to handle client issues, often working independently to resolve client issues. The Software Support Specialist must be able to:

  • Communicate professionally and clearly with clients and coworkers.
  • Determine the urgency of issues and prioritize client issues.
  • Solve problems effectively in an ever-evolving environment.
  • Demonstrate proficient knowledge of support processes and problem management tools.
  • Maintain an approachable and courteous demeanor in both verbal and written communication.
  • Maintain composure under pressure.
  • Resolve issues of easy-moderate complexity.
  • Work effectively in a team-oriented environment.
  • Assist other team members.
  • Provide limited hardware and operating system support.
  • Effectively utilize available resources.
  • Accurately record all details and progress in incident tracking system(s).

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