Software Support Analyst

Tyler Technologies, Inc., CLT Division is seeking a talented and inquisitive analyst to join our client support team. At the CLT Division, we take pride in our record of client satisfaction. Key to our success is the role of the Software Support Analyst, whose primary responsibility is to anticipate, prioritize and resolve client software support needs. The ideal candidate will relish the opportunity to speak directly with clients and dig into interesting software application and database issues.Please include "Software Support Analyst" in the subject line of your email response.
REQUIREMENTS
Responsibilities
This position will be responsible for a specific group of clients. Work may be performed at the Tyler | CLT Division headquarters or at a client site, or both. Business travel is required.
Responsible for client relations and client satisfaction after a client has transitioned from software implementation to support. Works with project manager to ensure a smooth transition from implementation to support.
Ensures effective resolution of client inquiries and problems. Analyzes technical issues to determine whether to resolve personally or to refer to software technical team. Monitors progress of solution in order to meet client commitment.Creates a Quality Assurance Test Plan for software module upgrades/changes. Performs the test or coordinates with others to do testing. Analyzes results to ensure that software performs as required. Documents outcomes
Analyzes and resolves client support issues referred by Client Managers. Ensures action by software developers if required.
Trains client staff and internal groups on use of Company software to ensure client satisfaction with the product. Anticipates and resolves issues.
Updates appropriate reports and databases to track progress and define issues.
Performs demonstrations of software for clients, prospective clients, and internal groups.
Qualifications:
Bachelor's degree or higher in Computer Sciences, Management Information Science, or Business. Equivalent work experience may substitute for degree requirement.Minimum of 1-3 years experience required in one or more of the following: Client relations, particularly in a technical environment; technical business analysisStrong knowledge of county/municipal government property valuation/assessment in public or private sector, county/municipal government property tax billing and collection in public or private sectorExcellent interpersonal and negotiating skills
Excellent decision making and problem solving skills
Strong organizational skills
Strong analytical ability, particularly in a technical environment
Excellent written and oral communication skills
Strong knowledge of database structures
Facility with SQL, PL/SQL
Facility with Microsoft Word, Microsoft Excel, and Microsoft Project or equivalent software
A meticulous eye for detailAbility to cope with conflicting demands and to prioritize tasksStrong interpersonal skills
Ability to accommodate business travel