Associate Software Support Specialist

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.

The Associate Software Support Specialist is an entry-level position, learning 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 Associate Software Support Specialist is expected to continually grow and expand knowledge of the product.

Responsibilities

• Provides inbound phone, web, or email software support to resolve client inquiries and problems that are easily solved.
• Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
• Determines whether to resolve issues personally or to refer to a more experienced team member.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Uses Tyler’s client management system to create, track, and / or update details on the specifics of client issue(s).
• May submit client issues to the development team for resolution as needed.
• May create or enhance documentation throughout the support process.
• Commits to expanding technological skills and knowledge of Tyler products.
• Demonstrates awareness of and adherence to Company policies outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Performs other duties as assigned.

Location

Yarmouth, Maine Falmouth, Maine Orono, Maine

Travel

0-5%

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Excellent interpersonal skills.
• Effective decision-making and problem-solving skills involving troubleshooting basic to moderate issues.
• Strong organizational skills.
• Effective analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Knowledgeable with Microsoft Office.
• Ability to travel preferred.

2024 Training Class

New Hire Training Dates : Sept 8, 2024 - Nov 1, 2024

Ensure you read the information regarding this opportunity thoroughly before making an application.

• Week 1 & 8 are in our Yarmouth, ME office. Must be able to attend and successfully complete an 8-week mandatory new hire training class as an essential job function of the software support specialist role.
• You will be eligible to participate in the Annual Tyler Bonus & Software Support incentive plan. Payout of these incentives is contingent upon meeting your performance objectives and / or business results.

Tyler Background Check

Tyler is subject to regulations, guidelines, and / or client requirements relating to the qualifications of Tyler personnel performing certain client work.

Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

Equal Opportunity Employer

Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.

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