Senior Software Support Specialist-Tyler Cashiering
If you are looking for challenging and meaningful work that directly impacts our clients and communities, we offer a dynamic environment where employees collaborate on engaged and innovative teams. With more than 4,600 employees (and growing), Tyler has a 50-year track record of developing our people's careers while supporting strong work-life balances.
As we continue to grow, we’re looking for eager Software Support Specialists to contribute to the success of our current and fast-growing new products including our Tyler Cashiering product. Tyler Cashiering is an integrated cashiering solution for local government and public administration organizations. It offers a convenient, secure and flexible way to standardize our client’s collection process and create a single point of entry for payments. Tyler Cashiering offers several secure features that retrieve and maintain billing information, details, due amounts and charges in its systems via XML-based web services.
Come join us and be a part of an organization that is continuously empowers communities. Tyler Technologies is the largest software company in the nation solely focused on providing integrated software and technology services to the public sector — cities, counties, states and school districts.
PERKS!
•3 weeks of vacation to start
•Travel Premiums ($$) for each day you are billable
•Per diem expenses
•Expenses paid while traveling (think if all the money you’ll save on gas and groceries!)
•Medical, dental, life insurance
•Flexible spending accounts for health care and dependent care
•A discounted employee stock purchase plan!
Location
Troy, MI
Travel
10%
Responsibilities
The Cashiering Senior Software Support Specialist works in the development organization and is responsible for working with other parts of the organization and customers to triage and define issues reported with the application, with a focus on issue resolution; and to provide training support to customer implementing Tyler Cashiering as a stand-alone application or with another non-ERP Tyler application. The Cashiering Senior Software Support Specialist is expected to continually grow and expand knowledge of the product.
•Coordinate activity between the development organization and the various product support groups to make sure all customer reported defects are properly triaged and documented.
•Analyzes data reports, forms, and web technologies.
•Uses and programs SQL to resolve moderate to complex issues.
•Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
•Work with the Product Owners and Analysts to prioritize defect resolution work in each sprint and to ensure all Service Language Agreements (SLA) parameters for resolving defects in the product are being met.
•Be responsible for ensuring all defect resolution work is properly tested and documented before it is delivered to customers as a hot-fix, in service pack or as part of a new release.
•Create, maintain and execute on an internal training curriculum to assist new hires and other divisions deploying the product as a supplement to their core application learn the product, how best to implement the product and how to configuration the application properly to integrate with other Tyler products.
•May participate in transitional services for new clients in their initial post live period.
•Creates and enhances documentation throughout the support process
•May act as a liaison to clearly communicate ideas between technical and non-technical stakeholders.
•Occasionally participate in state and local user group meetings as a representative of the product, with an ability to present or facilitate conversations focused on the product.
•Contributes to company knowledge library and Tyler Community
•Embrace learning and growth to gain expertise and grow in position.
•Occasional travel may occur.
•Communicate professionally, clearly, and appropriately with clients and coworkers.
•Assume full responsibility for successfully providing solutions to clients’ issues.
•Solve problems effectively in an ever-evolving environment.
•Demonstrate experienced knowledge of support processes, problem management tools and procedures.
•Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
•Maintain composure under pressure.
•Resolve moderate-complex issues utilizing knowledge of established guidelines, company policies, and contract specifications.
•Work effectively both independently and in a team-oriented environment.
•Assist other team members.
•Provide hardware and operating system support.
•Effectively utilize available resources.
•Accurately record all details and progress in incident tracking system(s).
•Proactively improve knowledge and develop analytical and technical skills
•Perform other duties as assigned.
Qualifications
•Bachelor's degree in related field or equivalent experience.
•A minimum of 1 year of experience required in a Software Support Specialist position, or in a position which demonstrates systems knowledge and experience.
•Excellent interpersonal skills.
•Strong decision making and problem solving skills involving troubleshooting moderate to complex issues.
•Strong organizational skills.
•Strong analytical ability, particularly in a technical environment.
•Excellent written and verbal communication skills.
•Solid knowledge and understanding of database structures... For full info follow application link.
Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.