Associate Software Support Specialist

Troy, Michigan | Remote

0-5%

• 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.
• 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).
• 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 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.
• 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.
• Provide limited hardware and operating system support.
• Accurately record all details and progress in incident tracking system(s).
• Proactively improve knowledge and develop analytical and technical skills.

• Knowledge in Accounting field a plus
• Bachelor's degree in Computer Science, Accounting 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.
• Experience working with relational databases or SQL preferred.
• Experience working with .NET framework (involving HTML, XSL, XML, and related
  technologies) preferred.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools a plus.
  

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