Software Support Specialist

Tyler is currently seeking a Software Support Specialists to work on our Client Support team. As a team member you will offer in-depth technical support for existing customers. The candidate should be able to analyze issues directly from the client and to respond to these issues in a variety of ways; configuration changes and/or modifications within the product and be able to identify sources of client issues.

The Software Support Analyst role addresses Customer, Partner and Tyler internal requests and serves as the customer advocate who escalates and resolves issues to the customer's satisfaction. As such you will provide front-line operational support for the customer's Application Platform application, principally serving Tier 3 support concerns. You will also play an integral role in troubleshooting issues with Application Platform applications and act as a liaison between Engineers and Managers. All team members, including the Support Business Analyst, will be involved on a rotational basis to provide on-call support outside the normal business hours.

Location

Herndon, Virginia

Travel

0-5%

Responsibilities

• Provide timely front-line application support to Tyler customers and partners by phone, e-mail, and chat
• Develop and maintain positive relationships with customers to drive proper application usage
• Assist end users to identify, analyze, resolve and document solutions to support requests
• Properly triage and escalate distribute support requests as needed
• Provide clear communication and liaison between both technical and non-technical customers and team members
• Engage and coordinate with appropriate Subject Matter Experts across the business to see solutions to completion
• Contribute to the development processes and maintenance of departmental best practices, documentation, and manuals
• Collaborate with team members and management define and prioritize tasks important for customer satisfaction
• Participate in an on-call support rotation structure with other team members to coordinate emergency support
• Represent Tyler in a positive manner at all times
• Perform other duties as required

Qualifications

• Have excellent verbal and written communication skills, especially from a customer service perspective
• Be an independent problem solver and a self-starter
• Demonstrate a strong understanding of troubleshooting principles related to web applications including root cause analysis
• Experience with the Microsoft Office suite (specifically Outlook, Word, and Excel)
• Strong familiarity with SDLC and associated processes
• Working knowledge of Java and JavaScript
• Strong functional SQL skills and knowledge of relational databases with a willingness to continuously improve technical knowledge
• Ability to prioritize tasks and manage time effectively
• Able to obtain and maintain a U.S. Government Clearance
• Team player who works well in a close-knit, collaborative, results-driven environment

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