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Technical Services Support Specialist (SaaS)

Technical Services Support Specialist (SaaS)

Tyler TechnologiesLubbock, Texas
30+ days ago
Job description

Description

The Technical Services Support Specialist is responsible for diagnosing and solving customer issues in a timely and courteous manner. The incumbent may work independently or with other team members to resolve operating system, database, and other technical issues related to Tyler applications.

Responsibilities

  • The Technical Support Specialist should be able to :
  • Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.
  • Provide support in the various systems management environments related to the ERP and
  • Municipal Justice application software and legacy applications, installed on Windows Operating Systems, using Microsoft SQL Databases.
  • Provide first tier support for technical issues.
  • Respond to client requests for service by priority according to published policies.
  • Build rapport with clients to turn what may be a negative situation into a positive customer service experience. Manage and prioritize multiple and often conflicting tasks.
  • Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical. Focus on providing accurate answers in a pleasant manner.
  • Adapt to changing product and environments.
  • Demonstrate full product knowledge and eliminate knowledge gaps in legacy, current and future products and services by means of self-study, supplemented by formal education.
  • Provide seamless integration to department and company resources to reinforce single point of contact and total incident ownership, including those outside direct area of responsibility.
  • Provide systems management (operating system, database administration, server, and workstation support) troubleshooting and consultation technical support to clients and fellow employees. Primary areas of support include :

Remote support of client’s mission critical financial server(s)Operating system administration for Windows or Web serversNetwork & local printing

  • Point of sale hardware configuration and troubleshooting
  • Tyler program release and third party software upgrades
  • Database administration (Microsoft SQL)
  • Resolves client inquiries and issues in a timely manner; communicates closure effectively through email and phone 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 ability and additional assistance is needed.
  • Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.
  • Collaborate with other teams, departments and divisions with issues pertaining to Tyler software applications.
  • May contribute to company knowledge library.
  • May conduct training for end-users.
  • Follow documented Tyler Technologies policies and procedures.

    • Qualifications

  • Detail-orientated
  • Good at multi-tasking
  • Good at following documentation and checklists
  • Innovative thinker that prefers to work outside of the box
  • Good working knowledge of Microsoft Windows Server and Workstation operating systems
  • Good working knowledge of Microsoft SQL Server
  • Good working knowledge of Microsoft Active Directory
  • Good understanding of Windows-based networking, remote connectivity, TCP / IP and basic firewall routing principles
  • Team player with strong interpersonal and communication skills
  • BS / BA in related IT field or equivalent deployment / software installation experience
  • A strong business orientation