New 
Software Support Analyst
 Tyler Technologies | |
 United States, Georgia, Lawrenceville | |
| 2530 Sever Road Northwest (Show on map) | |
 Feb 05, 2025 | |
|
Software Support Analyst Apply Online Work with our solutions that enable new businesses to safely build, open their doors, and stay in compliance. Our solutions facilitate community development, business management regulation, and code compliance while supporting fire prevention and structural safety. Location
Lawrenceville, Georgia | Remote Travel
0-5% Responsibilities * Provide high-level diagnosis to staff and take over open issues as needed.
* Provides inbound phone, web, or email software support to resolve complex client inquiries and problems effectively and efficiently. o Uses and programs SQL to resolve complex issues. o 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). * Submits 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. * Provide training to client end-users (typically via webinar). * Creates or enhances documentation throughout the support process. * Contributes to company knowledge library and/or Tyler Community. * Participates in User Group meetings and activities. * Mentors new staff to ensure guidance is provided on an ongoing basis. * Review release documentation and provide feedback to appropriate staff. * May participate in transitional services for new clients in their initial post-live period. * Train 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 the manager for performance evaluations on other staff. * Commits to expanding technological skills and knowledge 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. * Performs other duties as assigned. Qualifications
* Bachelor's degree in a related field or equivalent experience. * A minimum of 2 years of experience required in a Senior Software Support Specialist position, or in a position which demonstrates systems knowledge and experience. * Excellent interpersonal skills. * Ability to make sound, effective, and timely decisions along with the ability to solve problems involving complex issues. * Excellent decision-making, time management, and problem-solving skills involving root cause diagnosis and thinking out of the box. * Excellent organizational skills. * Strong analytical ability, particularly in a technical environment. * Excellent written and verbal communication skills. * Solid knowledge and understanding of database structures including fields, tables, views, etc. * Proficiency in working with 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. | |