Software Support Specialist

Software Support SpecialistApply OnlineThe Software Support Specialist handles issues which may require some research, thought, and troubleshooting skills.The Software Support Specialist will provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved.You will learn how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product. LocationLatham, New YorkResponsibilities * Provides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively andefficiently * Analyzes data reports, forms, and webtechnologies * Uses and programs SQL to resolve basic to moderateissues * Responsibly communicates to all parties involved in issue resolution to meet and manage clientexpectations * Uses Tyler's client management system to create, track, and/or update details on the specifics of client issue(s) * Assist Implementation Specialists and Project Managers in establishing issue priorities to ensure a timely and effective response andsolution * May assist with writing estimates for software modification specifications and documentation of supportprocesses * May submit client issues to development team for resolution as needed.Work on critical, highly complex customer problems that will spanning multiple applications andenvironments * Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs asrequired * May provide training to client end-users (typically via webinar) * Creates or enhances documentation throughout the supportprocess * Contributes to company knowledge library and/or Tyler Community * May participate in Early Adopteractivities * May participate in User Group meetings andactivities * Troubleshoot application deployments, recreate customer issues, and build proof of conceptapplications * Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configurationfiles * Apply advanced troubleshooting techniques to provide unique solutions depending on customer usecases * Commits to expanding technological skills and knowledge of the Tylerproducts * 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-Harassmentpolicies * Participate in the achievement of subject levelagreements * May participate in On Call coverage and may require shifts outside of normal businesshours * Communicate professionally, clearly, and appropriately with clients andcoworkers * Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assignedclients * Solve problems effectively in anever-evolvingenvironment * Demonstrate proficient knowledge of support processes, problem management tools andprocedures * Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients' confidence in theorganization * Maintain composure underpressure * Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications * Work effectively both independently and in a team-orientedenvironment * Assist other teammembers * Provide limited hardware and operating systemsupport * Effectively utilize available resources * Accurately record all details and progress in incident tracking system(s)Qualifications * Previo