Vacancy expired!
Tyler's Federal Division is currently seeking a Software Support Specialist to join the Product Operations team in supporting customer and partner inquiries, issues, enhancements, and maintenance relating to Tyler's Federal Division's entellitrak 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 team to produce estimates
- Coordinate maintenance tasks and upgrades with the client and internal teams
- Establish a solid understanding of entellitrak software and configurations
- Maintain awareness of contractual obligations and project hours/billing
- Track and report 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
- 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 Top Secret
Vacancy expired!