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Technical Services Support Specialist

Tyler Technologies Inc

Renton, WA

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JOB DETAILS
SKILLS
Accounting, Accounting Software, Analysis Skills, Business Administration, Communication Skills, Computer Science, Computer Skills, Content Management, Customer Relations, ERP (Enterprise Resource Planning), Establish Priorities, Hardware Administration, Hardware Installation, Identify Issues, Interpersonal Skills, Metrics, Multitasking, On Site Support, Operating Systems, Problem Solving Skills, Product Support, Relational Databases (RDBMS), Resolve Customer Issues, SQL (Structured Query Language), Sales Management, Software Administration, Software Installation, Team Player, Technical Leadership, Technical Support, Telephone Skills, Time Management
LOCATION
Renton, WA
POSTED
16 days ago

Description

The Technical Support Specialist provides basic software support and technical assistance with software problems to Tyler clients and employees. They are responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Technical Support Specialists and Senior Technical Support Specialists to resolve issues with Tyler software products.

Responsibilities

  • Provide general software, operating system and hardware phone support to Tyler Technical Support clients and on-site Implementation staff.
  • Conduct first level diagnosis of system defects and notify Technical Support Product Managers of findings so the appropriate reports can be submitted.
  • Resolve client inquiries and issues in a timely manner by working with Technical Support Specialists, Senior Technical Support Specialists and Technical Support Analysts; communicate resolution effectively through email communications.
  • Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
  • Manage open calls by identifying and prioritizing issues according to published policies.
  • Escalate to senior team member or department member if situation is beyond technician's control and additional assistance is needed.
  • Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.
  • Participate in formal education and self-study to gain knowledge of Tyler products and services.
  • Provide assistance to clients for standard workstation install of client software for products in their subject matter area of expertise as needed, including but not limited to: FourJs, Munis Internet Updater, Tyler Content Manager, Tyler Cashiering and Tyler Reporting.
  • Follow documented Tyler Technologies, Inc. policies and procedures.
  • Respect the client's policies and procedures.

Qualifications

  • Bachelor's degree in computer science or business administration, or comparable work experience.
  • Experience in ERP solutions, accounting software, accounting or computers.
  • Proficiency using computers and exposure to relational databases or SQL desired.
  • Excellent interpersonal and communication skills.
  • Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
  • Strong analytical and problem solving skills.
  • Ability to work independently and in a team environment.
  • Demonstrated ability to maintain a positive, professional attitude.

About the Company

T

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.
COMPANY SIZE
2,500 to 4,999 employees
INDUSTRY
Accounting and Auditing Services
FOUNDED
1966