Associate Software Support Specialist

Associate Software Support Specialist

Provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. The Associate Software Support Specialist is an entry-level position, learning how to 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 Associate Software Support Specialist is expected to continually grow and expand knowledge of the product. Work with our solutions that enable new businesses to safely build, open their doors, and stay in compliance. Our solutions facilitate community development, business management regulation, and code compliance while supporting fire prevention and structural safety.

Location: Lawrenceville, Georgia | Lakewood, Colorado | Yarmouth, Maine | Billings, Montana | Renton, Washington

Travel: 0-5%

Responsibilities

• Provides inbound phone, web, or email software support to resolve client inquiries and problems that are easily solved.
• Analyzes data reports, forms, and web technologies commensurate with level of training and understanding. Determines whether to resolve issues personally or to refer to a more experienced team member.
• 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 submit client issues to the 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 create or enhance documentation throughout the support process.
• Commits to expanding technological skills and knowledge of 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 a related field 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.
• Exposure to relational databases or SQL desired.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools are a plus.

2025 Training Class New Hire Training Dates: March 31, 2025 to May 23, 2025 Weeks 1 in our Yarmouth, ME office and Week 8 in Lawrenceville, GA (travel expenses covered). The remaining weeks of training will take place remotely. Must be able to attend and complete an 8-week mandatory new hire training class as an essential job function of the implementation consultant/software support specialist role.

State-Specific Salary Range Disclosure Requirements Salary will generally fall between $46,500 - $65,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

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