Analysis Skills, Case Management, Communication Skills, Continuous Deployment/Delivery, Continuous Improvement, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, DevOps, HTML (HyperText Markup Language), Identify Issues, Microsoft .NET, Microsoft Office, Multitasking, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Programming Tools, Relational Databases (RDBMS), SQL (Structured Query Language), Software Administration, Software Development, Support Documentation, Technical Support, Time Management, Trend Analysis, Willing to Travel, Writing Skills, XML (EXtensible Markup Language), XSL (Extensible Stylesheet Language)
Description
The Software Support Specialist serves as a primary point of contact for clients seeking technical assistance with Tyler Technologies' software solutions. This position is responsible for providing outstanding customer service by effectively troubleshooting, diagnosing, and resolving a broad range of software issues. The Software Support Specialist consistently documents client interactions, identifies recurring problems, and collaborates proactively with internal teams to drive resolution and process improvement. By delivering expert-level support and fostering positive client relationships, this role contributes directly to client satisfaction, product adoption, and long-term retention.
The Software Support Specialist plays a pivotal role in shaping client perceptions of Tyler Technologies and sustaining high levels of client satisfaction, retention, and advocacy. As a front-line technical expert, this role ensures clients receive timely, accurate, and effective solutions, directly influencing Tyler's brand reputation and long-term business success. By delivering exceptional support, building trust, and fostering positive client relationships, the Software Support Specialist helps drive product adoption and recurring business, and contributes significantly to the ongoing improvement and growth of Tyler's products and services.
Responsibilities
- Serve as the primary point of contact for clients requiring technical support for Tyler Technologies software products.
- Provide timely and professional responses to client inquiries received via phone, email, chat, and other official support channels.
- Effectively troubleshoot, diagnose, and resolve a wide range of software issues, escalating complex or unresolved issues to senior staff or appropriate teams when necessary.
- Accurately document all client communications, troubleshooting steps, and resolutions in the designated support ticketing or case management system.
- Maintain comprehensive and up-to-date knowledge of Tyler products, services, and related procedures to deliver high-quality support and solutions.
- Collaborate closely with team members, product specialists, developers, and other departments to facilitate efficient issue resolution and to continuously improve the support experience.
- Identify and report trends in client-reported issues, product defects, or potential system enhancements to the appropriate internal teams for further action.
- Participate regularly in training sessions, workshops, and professional development activities to strengthen technical expertise and customer service skills.
- Consistently uphold Tyler's commitment to outstanding customer service, contributing to strong client satisfaction, retention, and overall product adoption.
Qualifications
- A bachelor's degree in a related field plus a minimum of 5 years of related experience, or an equivalent combination of education and related experience, is required.
- Previous experience in customer support, technical support, or a software-related role required.
- Experience supporting complex software applications preferred.
- Experience working with remote collaboration tools and distributed teams preferred.
- Solid understanding of database structures, including fields, tables, views, and database objects.
- Experience with relational databases or SQL preferred.
- Familiarity with the .NET framework, HTML, XSL, XML, or related technologies a plus.
- Proficiency with Microsoft Office Suite.
- Exposure to software development tools and practices such as DevOps or continuous deployment a plus.
- Strong customer service orientation and a commitment to client success.
- Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
- Proven analytical thinking and systematic problem-solving abilities.
- Adaptability and flexibility in a dynamic, rapidly evolving technology environment.
- Demonstrated ability to work effectively both independently and as part of a team.
- Strong organizational skills, with the ability to manage multiple priorities and competing deadlines.
- Demonstrated commitment to professional development and continuous learning.
- Ability to travel up to 10%, if required.
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Tyler Technologies Inc
Founded in 1966 and based in Plano, Texas, Tyler Technologies is the largest national provider of integrated software systems and information technology services exclusively focused on the public sector. Simply put — Tyler empowers people who serve the public.
We devote all of our time, energy and resources to help local governments and school districts become more efficient, accessible and responsive. At more than 11,000 local government offices in all 50 states, Canada, the Caribbean, the United Kingdom and other international locations, our clients can attest to our ability to fulfill this promise.
Tyler delivers an expansive portfolio of software and service solutions designed to automate mission-critical public sector operations, including:
State & Local Government Solutions
- ERP | Financial
- Courts & Justice
- Appraisal & Tax
- Records & Documents
- Planning, Permitting & Licensing
- Public Safety
School Solutions
- Student Management
- Financial
Our commitment goes well beyond delivering solutions that work for our public sector clients. It’s also about consistently delivering value for our employees and shareholders.
Working With Us
Working at Tyler means you are part of a vibrant community of professionals who care about their clients as much as they care about each other. We work closely, sharing knowledge and inspiring each other to learn and grow so that we can continually improve service to our clients. When you work at Tyler, you receive benefits that support your health and well-being. Our comprehensive offering was created to accommodate the diverse lifestyles of our staff.
Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.
2,500 to 4,999 employees
Accounting and Auditing Services