Responsibilities:- Provides high level diagnosis tostaff ,andtakes over open issues as needed.
- Provides inbound phone, web or email software support to r esolvecomplexclient inquiries and problems effectivelyand efficiently .
- Analyzes data reports, forms, and web technologies.
- Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
- Uses Tyler'sclient management systemto create, track, and/or update details on the specifics ofclient i ssue (s) .
- S ubmit sclient issues to developmentor implementationteam for resolution ,as needed.
- Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
- Provides training to client end-usersby phone or webinar.
- C reate sor enhance sdocumentation throughout the supportprocess.
- C ontribute sto company knowledge library and/or Tyler Community.
- May p articipate in Early Adopter activities.
- May p articipate in User Group meetings and activities.
- Mentors new staff to ensure guidance is provided on an ongoing basis.
- Reviews release documentation and provides feedback to appropriate staff.
- May participate in transitional services for new clients in their initial post-live period.
- Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.
- May provide input to Manager for performance evaluations on other staff.
- Commits to expanding technological skills and k nowledge of the Tyler products.
- Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook and Safety Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics , and Anti-Harassment policies.
Qualifications:- Bachelor's degreein related field or equivalenttraining orexperience.
- Excellent interpersonal skills .
- Ability to make sound, effective and timely decisions along with the ability to solve problems involving co mplex issues.
- Excellent decision making, time management andproblem solvingskills involving root cause diagnos is and thinking out of the box.
- Excellentorganizational skills .
- Stronganalytical ability, particularly in a technical environment .
- Excellent written andverb al communication skills .
- Solidknowledge and understanding of database structures including fields, tables, views, database objects, etc.
- Proficiencyworking withrelational databases orSQLpreferred .
- 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 .
LocationCollege Station, Texas | Troy, Michigan
Travel0-5%
Great Place to Work & Grow Your CareerCome join us as we transform the public sector! Our guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many .
Taking Care of You & Your FamilyYour health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. .Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.