• 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.
• Provide inbound support to resolve client inquiries and problems via chat, email, and phone
• Analyze data reports, forms, and web technologies commensurate with level of training and understanding.
• Determine whether to resolve issues personally or to refer to a more experienced team member.
• Responsibly communicate to all parties involved in issue resolution to meet and manage client expectations.
• Use 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.
• May perform quality assurance testing for software module upgrades/changes. Analyze results to ensure that software performs as required.
• May 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 as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Perform other duties as assigned.
  
  

• 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 a 9 pm to 6 am PHST shift.

Please refer to job description.