Support Specialist, Resident Resources
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DescriptionThe Support Specialist is the face of Tyler Technologies when it comes to working with customers on a daily basis. As such this position has a significant impact on client satisfaction, retention and revenue growth. The ability to provide exceptional service will shape our clients opinions of our products, services and company. The Support Specialist is responsible for ensuring a positive overall support experience for our clients.Responsibilities* Provide inbound phone, web or email software support for clients nationwide.* Resolve client inquiries and issues regarding Tyler's Courts and Justice products.* Manage multiple client issues in a fast paced organization and prioritize effectively.* Provide guidance in data correction and resolving/escalating client incidents.* Provide short training sessions typically via webinar to client end users.* Responsible for managing the overall post-implementation relationship each client has with Tyler Technologies to ensure complete satisfaction.* 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.* Perform other job-related duties and responsibilities as may be assigned from time to time.* Occasional travel (0-15%) for on-site support required.Qualifications* BS/BA degree in related technical field or equivalent experience is required.* Examples of positions that are points of entry for this position include but are not limited to:* Associate Support Specialist* Implementation Specialist* Associate Analyst* Analyst* Exceptional customer service aptitude required.* Six (6) months to a year as an associate support specialist or two or more years of work experience in an IT or software support environment preferred.* Excellent verbal and written communication skills with the ability to effectively work with clients on technical and business issues.* Familiarity with business (judicial or property appraisal) terms and principles desired.* Proficiency using computers required.* Exposure to relational databases or SQL desired.* Excellent problem-solving skills.ComplexityThe individual must be able to:* · Demonstrate an ability to provide professional and personable service to our clients and users of our software products.* Multi-task by fielding client inquiries, resolving client issues of varying urgency, helping other team members etc.* Prioritize issues and demonstrate a sense of urgency.* Quickly master new products and technologies and provide effective training and consultation.* Be adept at troubleshooting technical issues to determine proper course of action for timely resolution.* Constantly be in a mode to participate, recommend, and assist other team members.* Demonstrate proficient knowledge of support processes, problem management tools and procedures.* Demonstrate excellent partnering, communicating, and negotiating skills in order to gather client requirements and communicate effectively with the development, conversion and support staff.* Maintain composure under pressure and accurately access and resolve problem situations.* Work effectively in a fast paced, team based, customer service oriented environment.* Measure and analyze problem trends and validated changes in processes to maintain optimum customer support and satisfaction.