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    Software Support Specialist - Richmond, United States - Tyler Technologies

    Tyler Technologies
    Tyler Technologies Richmond, United States

    3 weeks ago

    Default job background
    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.


    Software Support Specialist (VERSA)
    Work with the only low-code application development platform purpose-built for the public sector.

    With a focus on case management and business process management, you can help government agencies at every level organize and automate data, tasks, regulations, and interactions in a way that is configured to their specific needs.


    Location
    Toronto, Ontario

    Responsibilities

    • Maintain high levels of customer satisfaction and retention through proactive communication and management of client activity
    • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement
    • Provide initial technical analysis and support for all incoming customer issues or inquiries via phone, email, and ticketing system
    • Diagnose, troubleshoot, identify solutions, and resolve customer issues within designated service level agreements
    • Responsible for data collection, organization, and documentation
    • Drive timely and successful resolution of complex requests that require collaboration with other team members and departments
    • Conduct quality assurance for application changes, fixes, and upgrades
    • Collaborate with application engineers, IT, and sales team to produce estimates
    • Coordinate maintenance tasks and upgrades with the client and internal teams
    • Establish a solid understanding of entellitrak software and configurations
    • Maintain awareness of contractual obligations and project hours/billing
    • Track and report status of assigned projects and tasks
    • Balance multiple projects simultaneously
    • Participate in on-call, after-hour shift rotation, to ensure overall service level targets are achieved

    Qualifications** Strong technical foundation including SQL programming skills, knowledge of relational databases, and familiarity with Java or JavaScript

    • Willingness to improve technical knowledge independently and continuously
    • Strong analysis, facilitation, communication, time management, and organizational skills
    • Critical thinking and problem-solving capability
    • Business analysis or customer support experience in a software, web application, or IT-related field
    • Bachelors degree in a related field
    • Must be eligible to obtain and hold a US Government security clearance of Top Secret



    Great Place to Work & Grow Your Career
    Come join us as we transform the public sector Our

    guide everything we do. Were also frequently recognized as a great workplace locally and nationally. See our many .

    Requisition Number:2022-94

    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.

    **Accessibility Statement
    Compliance status
    • We firmly believe that the internet should be available and accessible to anyone and are committed to providing a website that is accessible to the broadest possible audience, regardless of ability.

    To fulfill this, we aim to adhere as strictly as possible to the World Wide Web Consortiums (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA level.

    These guidelines explain how to make web content accessible to people with a wide array of disabilities.

    Complying with those guidelines helps us ensure that the website is accessible to blind people, people with motor impairments, visual impairment, cognitive disabilities, and more.

    This website utilizes various technologies that are meant to make it as accessible as possible at all times.

    We utilize an accessibility interface that allows persons with specific disabilities to adjust the websites UI (user interface) and design it to their personal needs.

    Additionally, the website utilizes an AI-based application that runs in the background and optimizes its accessibility level constantly.

    This application remediates the websites HTML, adapts its functionality and behavior for screen-readers used by blind users, and for keyboard functions used by individuals with motor impairments.

    If you wish to contact the websites owner please use the website's form

    Screen-reader and keyboard navigation Our website implements the ARIA attributes (Accessible Rich Internet Applications) technique, alongside various behavioral changes, to ensure blind users visiting with screen-readers can read, comprehend, and enjoy the websites functions. As soon as a user with a screen-reader enters your site, they immediately receive a prompt to enter the Screen-Reader Profile so they can browse and operate your site effectively.

    Heres how our website covers some of the most important screen-reader requirements:


    • Screen-reader optimization: we run a process that learns the websites components from top to bottom, to ensure ongoing compliance even when updating the website. In this process, we provide screen-readers with meaningful data using the ARIA set of attributes. For example, we provide accurate form labels; descriptions for actionable icons (social media icons, search icons, cart icons, etc.); validation guidance for form inputs; element roles such as buttons, menus, modal dialogues (popups), and others.
    Additionally, the background process scans all of the websites images.

    It provides an accurate and meaningful image-object-recognition-based description as an ALT (alternate text) tag for images that are not described.

    It will also extract texts embedded within the image using an OCR (optical character recognition) technology. To turn on screen-reader adjustments at any time, users need only to press the Alt+1 keyboard combination. Screen-reader users also get automatic announcements to turn the Screen-reader mode on as soon as they enter the website.
    These adjustments are compatible with popular screen readers such as JAWS, NVDA, VoiceOver, and TalkBack.
    -
    Keyboard navigation optimization: The background process also adjusts the websites HTML and adds various behaviors using JavaScript code to make the website operable by the keyboard. This includes the ability to navigate the website using the Tab and Shift+Tab keys, operate dropdowns with the arrow keys, close them with Esc, trigger buttons and links using the Enter key, navigate between radio and checkbox elements using the arrow keys, and fill them in with the Spacebar or Enter key.
    Additionally, keyboard users will

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