Software Support Specialist

DescriptionThe 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.ResponsibilitiesProvides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficientlyAnalyzes data reports, forms, and web technologiesUses and programs SQL to resolve basic to moderate issuesResponsibly communicates to all parties involved in issue resolution to meet and manage client expectationsUses 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 and solutionMay assist with writing estimates for software modification specifications and documentation of support processesMay submit client issues to development team for resolution as needed.Work on critical, highly complex customer problems that will spanning multiple applications and environmentsPerforms Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as requiredMay provide training to client end-users (typically via webinar)Creates or enhances documentation throughout the support processContributes to company knowledge library and/or Tyler CommunityMay participate in Early Adopter activitiesMay participate in User Group meetings and activitiesTroubleshoot application deployments, recreate customer issues, and build proof of concept applicationsWrite and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration filesApply advanced troubleshooting techniques to provide unique solutions depending on customer use casesCommits to expanding technological skills and knowledge of the Tyler productsDemonstrates 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-Harassment policiesParticipate in the achievement of subject level agreementsMay participate in On Call coverage and may require shifts outside of normal business hoursCommunicate professionally, clearly, and appropriately with clients and coworkersDetermine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clientsSolve problems effectively in an ever-evolving environmentDemonstrate proficient knowledge of support processes, problem management tools and proceduresMaintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organizationMaintain composure under pressureResolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specificationsWork effectively both independently and in a team-oriented environmentAssist other team membersProvide limited hardware and operating system supportEffectively utilize available resourcesAccurately record all details and progress in incident tracking system(s)QualificationsPrevious experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plusExcellent interpersonal skills.Effective decision making and problem-solving skills involving troubleshooting basic to moderate issuesStrong organizational skillsEffective analytical ability, particularly in a technical environmentExcellent written and verbal communication skillsBasic knowledge and understanding of database structures including fields, tables, views, database objects, etc.Experience working with relational databases or SQL preferred.Knowledgeable with Microsoft OfficeKnowledge and understanding of software development tools a plus.Ability to travel preferredMust be local to Latham, NY Must be willing to fill a shift that supports our clients between 6:00 am and 8:00 pm EST