Associate Software Support Specialist, ERP Pro 10 Utilities

3 weeks ago

Philippines Tyler Technologies, Inc. Full time

Associate Software Support Specialist, ERP Pro 10 Utilities

Do you possess a passion for people and technological affinity? Are you looking for a challenging career with significant growth potential? Join the Tyler Technologies team We are looking for tech-savvy problem solvers to provide consultative support in an entry-level software support role. Support representatives assist municipalities nationwide in the operation and understanding of our ERP Pro software.

This is an entry-level position with a lot of room for career growth. This role provides basic-level software support for Tyler clients in the use, functionality, and understanding of our utility billing and citizen services products.

Responsibilities
  • Strong desire to work with a team that has common goals
  • Passion for helping clients and building rapport
  • Desire to work in a fast-paced environment where every day offers diverse questions
  • Aptitude for problem-solving and thinking out of the box.
  • Provides inbound support to resolve client inquiries and problems.
  • Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
  • Determines whether to resolve issues personally or to refer to a more experienced team member.
  • 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 issue(s).
  • May assist with writing estimates for software modification specifications and documentation of support processes.
  • May submit client issues to the development team for resolution as needed.
  • Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
  • May create or enhance documentation throughout the support process.
  • Commits to expanding technological skills and knowledge of Tyler products.
  • Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
  • Performs other duties as assigned.
Qualifications
  • Bachelor's degree in a related field or equivalent experience.
  • Excellent interpersonal skills.
  • Effective decision-making and problem-solving skills involving troubleshooting basic to moderate issues.
  • Strong organizational skills.
  • Effective analytical ability, particularly in a technical environment.
  • Excellent written and verbal communication skills.
  • Knowledgeable with Microsoft Office.
  • Must be willing to come into the office a minimum of 2 times a week.
  • Must be able to work between the hours of 8 pm to 9 am PHST shift.
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