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Software Support Specialist
1-4 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Software Support Specialist
Tyler Technologies
posted 4mon ago
Job Role Insights
Key skills for the job
Job Description
- Provides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficiently
- Analyzes data reports, forms, and web technologies
- Uses and programs SQL to resolve basic to moderate issues
- 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)
- Assist Implementation Specialists and Project Managers in establishing issue priorities to ensure a timely and effective response and solution
- May assist with writing estimates for software modification specifications and documentation of support processes
- May submit client issues to development team for resolution as needed.
Work on critical, highly complex customer problems that will spanning multiple applications and environments - Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required
- May provide training to client end-users (typically via webinar)
- Creates or enhances documentation throughout the support process
- Contributes to company knowledge library and/or Tyler Community
- May participate in User Group meetings and activities
- Troubleshoot application deployments, recreate customer issues, and build proof of concept applications
- Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files
- Apply advanced troubleshooting techniques to provide unique solutions depending on customer use cases
- Commits to expanding technological skills and knowledge of the Tyler products
- 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-Harassment policies
- Participate in the achievement of subject level agreements
- Communicate professionally, clearly, and appropriately with clients and coworkers
- Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
- Solve problems effectively in an ever-evolving environment
- Demonstrate proficient knowledge of support processes, problem management tools and procedures
- Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients confidence in the organization
- Maintain composure under pressure
- Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications
- Work effectively both independently and in a team-oriented environment
- Assist other team members
- Effectively utilize available resources
- Accurately record all details and progress in incident tracking system(s)
Employment Type: Full Time, Permanent
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