Responsibilities:

• Provides high level diagnosis to staff , and takes over open issues as needed.
• Provides inbound phone, web or email software support to r esolve complex client inquiries and problems effectively and 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's client management system to create, track, and/or update details on the specifics of client i ssue (s) .
• S ubmit s client issues to development or implementation team 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-users by phone or webinar.
• C reate s or enhance s documentation throughout the support process.
• C ontribute s to 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 degree in related field or equivalent training or experience.
• 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 and problem solving skills involving root cause diagnos is and thinking out of the box.
• Excellent organizational skills .
• Strong analytical ability, particularly in a technical environment .
• Excellent written and verb al communication skills .
• Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Proficiency working with relational databases or SQL preferred .
• 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 .

Location
College Station, Texas | Troy, Michigan

Travel
0-5%

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Your 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.