Software Support Specialist, eFile - Plano, United States - Tyler Technologies

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, eFile & Serve**

The Software Support Specialist, eSolutions provides software support for Tyler clients in the use, functionality, and understanding of our products and databases. They also 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, eSolutions is expected to continually grow and expand knowledge of the product. The employee must be available to work a shift between 7 AM and 7 PM, Monday thru Friday; additionally, works one Saturday per month and occasional after hours support for system upgrades.

**Location**

Plano, Texas

**Responsibilities**

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Provides inbound phone, web or email software support to resolve client inquiries and problems effectively and efficiently.

Analyzes data reports, forms, and web technologies.

May Use and program SQL to resolve basic to moderate 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).

Uses Tylers knowledge base system to enhance content articles for clients and internal training needs.

May assist with writing estimates for software modification specifications and documentation of support processes.

Assists in coordination during client or application outages

May submit client issues to development team for resolution as needed.

Performs Quality Assurance testing for software module upgrades/changes. Analyzes and reports 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 Early Adopter activities.

May participate in User Group meetings and activities.

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.

Performs other duties as assigned.

Occasional travel (0-20%) for on-site support. 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.

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**Qualifications**

A minimum of 12 months previous experience required in an Associate Software Support Specialist position, or in a position which demonstrates systems knowledge and experience.

Excellent interpersonal skills.

Exceptional customer service aptitude required.

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.

Proficiency in SQL required.

Basic understanding of XML, especially excel.

Knowledge with Customer Relationship Management system such as Microsoft Dynamics or Salesforce preferred.

Knowledge and practice with Knowledge Centered Service best practices.

Knowledgeable with Microsoft Office.

Knowledge and understanding of software development tools are a plus.

Requisition Number:

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