Software Support Analyst

In this entry-level role, I will provide basic-level software support to our clients at Tyler. My duties will include delivering inbound phone, web, or email assistance to resolve client inquiries and problems that are straightforward to address. I will analyze data reports, forms, and web technologies based on my training and understanding. I will assess whether to personally resolve issues or refer them to a more experienced team member. I'll read and write SQL to fix basic problems, and I will communicate effectively with all parties involved in the resolution process to ensure client expectations are met. I will utilize our client management system to create, track, and update details regarding client issues, and I may assist in writing estimates for software modification specifications and documenting support procedures. Occasionally, I will submit client issues to our development team for further resolution. Additionally, I will perform quality assurance testing for software updates and changes, analyze results to confirm software performance, and enhance documentation throughout the support process. Committing to improving my technological skills and knowledge of our products is a priority. I will demonstrate adherence to company policies, including those related to safety, equal employment opportunity, business ethics, and anti-harassment. Effective communication with clients and coworkers is vital, as is determining the urgency of each client's issues and managing their resolution prioritization. I will work both independently and in a team-oriented environment, leveraging available resources effectively and accurately documenting all details in tracking systems.