Job Details

ID #50013244
State Virginia
City Herndon
Job type Permanent
Salary USD TBD TBD
Source TYLER TECHNOLOGIES INC
Showed 2023-05-28
Date 2023-05-27
Deadline 2023-07-26
Category Et cetera
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Software Support Specialist

Virginia, Herndon, 20170 Herndon USA

Vacancy expired!

Tyler's Federal Division seeks a Software Support Specialist to join the General Case Management Business Unit team in supporting customer and partner inquiries, issues, enhancements, and maintenance relating to Tyler's Federal Division's CMDP (Case Management Development Platform) software. The Software Support Specialist is client-facing and an expert in technical support and troubleshooting, software requirements analysis, and customer service.

The right candidate enjoys working with others, is a fast learner, loves problem-solving, has excellent technical diagnostic skills, and thrives in a fast-paced environment.

Principal Responsibilities
  • Maintain high levels of customer satisfaction and retention through proactive communication and management of client activity
  • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement
  • Provide initial technical analysis and support for all incoming customer issues or inquiries via phone, email, and ticketing system
  • Diagnose, troubleshoot, identify solutions, and resolve customer issues within designated service level agreements
  • Responsible for data collection, organization, and documentation
  • Drive timely and successful resolution of complex requests that require collaboration with other team members and departments
  • Conduct quality assurance for application changes, fixes, and upgrades
  • Collaborate with application engineers, IT, and sales teams to produce estimates
  • Coordinate maintenance tasks and upgrades with client and internal teams
  • Establish a solid understanding of CMDP software and configurations
  • Maintain awareness of contractual obligations and project hours/billing
  • Track and report the status of assigned projects and tasks
  • Balance multiple projects simultaneously
  • Participate in on-call, after-hour shift rotation, to ensure overall service level targets are achieved
J ob Requirements
  • 3-5 years (or more) experience as a Business or Systems Analyst
  • Strong understanding of the SDLC and Agile methodologies
  • Strong technical foundation including SQL programming skills, knowledge of relational databases, and familiarity with Java or JavaScript.
  • Willingness to independently and continuously improve technical knowledge.
  • Strong analysis, facilitation, communication, time management, and organizational skills.
  • Critical thinking and problem-solving capability.
  • Business analysis or customer support experience in a software, web application, or IT-related field.
  • Bachelor's degree in a related field
  • Must be eligible to obtain and hold a US Government security clearance of Secret or higher

Location

Herndon, Virginia | Remote

Travel

0-5%

State-Specific Salary Range Disclosure Requirements

Salary will generally fall between $39,862 - $52,449 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades .

Taking Care of You & Your Family

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people .

Apply Online Requisition Number:2023-2963 #DICEFED Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, 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. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing or by calling ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.

Vacancy expired!

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