Job Details
Qualifications
- Analysis skills
- Bachelor's degree
- Communication skills
- Databases
- Microsoft Office
- Software troubleshooting
Job Description
School ERP Pro is a software solution designed to meet the financial needs — payroll, human resources, general ledger, fixed assets, and accounts receivable — in school districts in 30 states across the country.
This role provides basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. The Associate Software Support Specialist is an entry-level position, learning how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Associate Software Support Specialist is expected to continually grow and expand knowledge of the product.
Responsibilities
Provides inbound phone, web or email software support to resolve client inquiries and problems which are easily solved
Analyzes data reports, forms, and web technologies commensurate with level of training and understanding
Determines whether to resolve issues personally or to refer to a more experience team member
Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations
Uses 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 development team for resolution as needed
Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required
May create or enhance documentation throughout the support process
Commits to expanding technological skills and knowledge of the Tyler products
Demonstrates 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
Performs other duties as assigned
Qualifications
Bachelor's degree in 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
Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
Knowledgeable with Microsoft Office
Knowledge and understanding of software development tools a plus