Application Support Representative, Enterprise Justice

Tyler Technologies - Plano, TX

Full-time

Plano, TX

Professional, Scientific, and Technical Services

About the position

The Software Support Specialist on the Application Support Team is responsible for providing exceptional customer service for Tyler's software products to clients. This role focuses on ensuring timely resolution of client software issues through data analysis and troubleshooting, while maintaining effective communication with clients throughout the process.

Responsibilities

• Provides inbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
• Analyzes data reports, forms, and web technologies.
• Communicates to all parties involved in issue resolution to meet and manage client expectations.
• Provides guidance in data correction and resolving/escalating client incidents.
• Follows up on defects and acts as an advocate for the client to ensure timely and accurate issue resolution.
• Consults clients on best practices for optimal use of Tyler products.
• Continually develops product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.
• Assists with documentation of support processes.
• Submits client issues to the development team for resolution as needed.
• Provides training to client end-users (typically via webinar).
• Creates or enhances documentation throughout the support process.
• Contributes to the company knowledge library and/or Tyler Community.
• Participates in Early Adopter activities and User Group meetings as needed.
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook.

Requirements

• Bachelor's degree in related field or equivalent experience.
• A minimum of 6 - 12 months previous experience required in an Associate Software Support Specialist position; or work experience within a state or county in the criminal justice sector.
• Familiarity with business (judicial) terminology and principles desired.
• 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.
• Experience working with relational databases or SQL preferred.
• Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
• Proficiency using computers required.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools a plus.

Nice-to-haves

• Familiarity with business (judicial) terminology and principles desired.
• Experience working with relational databases or SQL preferred.
• Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.