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Tyler Technologies Troy, United StatesOur disability and benefits solutions help programs and agencies quickly get benefits into the hands of those who need it most, all while lowering cost and streamlining the process. · Public sector agencies manage a variety of complex, mission-critical tasks each day from monito ...
Associate Software Support Specialist - Troy, United States - NY Tech Loop
Description
Our disability and benefits solutions help programs and agencies quickly get benefits into the hands of those who need it most, all while lowering cost and streamlining the process.
Public sector agencies manage a variety of complex, mission-critical tasks each day from monitoring the city budget and generating payroll for municipal employees to collecting revenues from citizens and generating utility bills. Our ERP financial solutions are designed to manage public sector core business functions no matter the size or complexity of the organization from small towns to large cities and counties.
Tylers public safety solutions improve situation awareness and enhance safety and productivity for public safety professionals. Weve drawn from our extensive experience to design, develop, deliver and support integrated software solutions to meet each agencys unique needs.
**Associate Software Support Specialist**
The Associate 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. This 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 which 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 experience team member.
Reads and writes SQL to resolve basic issues.
Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations. Uses Tylers client management system to create, track, and/or update details on the specifics of client issue(s).
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.
Performs Quality Assurance testing for software module upgrades/changes.
Analyzes results to ensure that software performs as required.
May create or enhance documentation throughout the support process.
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.
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.
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 basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
Work effectively both independently and in a team-oriented environment.
Effectively utilize available resources.
Accurately record all details and progress in incident tracking system(s).
Proactively improve knowledge and develop analytical and technical skills.
****Qualifications****
Bachelor's degree in 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.
Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
Exposure to relational databases or SQL desired. Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired. Knowledgeable with Microsoft Office.
Knowledge and understanding of software development tools a plus.
Ability to travel preferred.
****
**Location**
Latham, New York
**Travel**
0-5%
Requisition Number:
INDLGD
#DICELGD
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. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing or by calling ext Please keep in mind these methods are reserved for individuals who require accommodation due to a disability. **Meaningful Work, Valuable Benefits**
To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.
