Associate Software Support Specialist, ERP Pro 10 Utilities

2 weeks ago

Manila, Philippines Tyler Technologies Full time

Overview

Associate Software Support Specialist, ERP Pro 10 Utilities — Tyler Technologies

This entry-level software support role provides consultative support for Tyler's ERP Pro software to municipalities nationwide. It offers significant growth potential through development of technical and customer-facing skills.

Responsibilities
  • Provide inbound support to resolve client inquiries and problems.
  • Analyze data reports, forms, and web technologies in line with training and understanding.
  • Determine whether to resolve issues personally or escalate to a more experienced team member.
  • Communicate effectively with all parties to meet and manage client expectations during issue resolution.
  • Use Tyler’s client management system to create, track, and update details on client issues.
  • Assist with writing estimates for software modification specifications and document support processes.
  • Submit client issues to the development team for resolution as needed.
  • Perform Quality Assurance testing for software module upgrades/changes and analyze results to ensure proper software performance.
  • Create or enhance documentation throughout the support process.
  • Commit to expanding technological skills and knowledge of Tyler products.
  • Demonstrate awareness of and adherence to Company policies (Safety, Equal Employment Opportunity, Business Ethics, Anti-Harassment) as outlined in the Employee Handbook.
  • Perform other duties as assigned.
Qualifications
  • Bachelor's degree in a related field or equivalent experience.
  • Excellent interpersonal, written, and verbal communication skills.
  • Effective decision-making and problem-solving skills, with the ability to troubleshoot basic to moderate issues.
  • Strong organizational and analytical abilities in a technical environment.
  • Proficiency with Microsoft Office.
  • Must be willing to come into the office a minimum of 2 times per week.
  • Must be able to work during the 8:00 PM to 9:00 AM PHST shift.
Employment details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Engineering and Information Technology
  • Industries: Software Development
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