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Technical Services Support Specialist

Renton, WA, US • Posted 3 days ago • Updated 3 hours ago

Full Time

On-site

USD $35.00 - 37.00 per hour

Fitment

Dice Job Match Score™

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Job Details

Skills

IT Service Management
Software Support
Operating Systems
Computer Hardware
Phone Support
Technical Support
Customer Relationship Management (CRM)
Management
Visualforce
SAP BASIS
Internet
Reporting
Policies and Procedures
Computer Science
Business Administration
Enterprise Resource Planning
Accounting Software
Accounting
Relational Databases
SQL
Communication
Analytical Skill
Conflict Resolution
Problem Solving

Summary

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 80180573
Position Id: 1af07ed93f54832a5eff406d76a76914
Posted 3 days ago

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