Job Details
** Software Support Specialist**
Software Support Moraine, Ohio
**Description**
**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.
+ 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 Tylers 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 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.
**Qualifications**
* Bachelor's degree in related field or equivalent experience.
* 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.
* 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.
* 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.
* Knowledge and understanding of software development tools a plus.
* Ability to travel preferred.
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