Hybrid Enterprise Justice Application Support Representative at Tyler Technologies
Tyler Technologies · Plano, United States Of America · Hybrid
- Junior
- Office in Plano
Description
Responsibilities
- Provides inbound and outbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
- Analyzes data reports, forms, and web technologies.
- Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
- Provide guidance in data correction and resolving/escalating client incidents.
- Follows up on defects and acts as advocate for the client to ensure timely and accurate issue resolution.
- Consult clients on best practices for optimal use of Tyler products.
- Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.
- May assist with documentation of support processes.
- May submit client issues to development team for resolution as needed.
- 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.
- 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 (0-15%) for on-site support required.
- Must be available to work evening shifts as needed to support 7 AM – 9 PM CST operations.
Qualifications
- 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.