Technical Support Services Coordinator

As the Technical Services Support Specialist, I am responsible for diagnosing and resolving customer issues efficiently and courteously. I may work independently or collaborate with team members to address operating system, database, and other technical concerns related to Tyler applications. My key duties include: - Evaluating the severity of issues and determining if management intervention is necessary for serious problems to ensure timely action. - Providing support within various systems management environments related to Enterprise Resource Planning (ERP) and Municipal Justice application software, as well as legacy applications installed on Windows operating systems using Microsoft SQL databases. - Offering first-tier support for technical issues and responding to client service requests based on established priorities. - Building rapport with clients to transform negative situations into positive customer service experiences. - Managing and prioritizing multiple, often conflicting tasks. - Demonstrating effective communication skills across a diverse client base, ranging from technical to non-technical and management to clerical. I focus on delivering accurate information with a pleasant demeanor. - Adapting to changes in products and environments. - Gaining full product knowledge and addressing knowledge gaps in legacy, current, and future products and services through self-study and formal education. - Ensuring seamless integration with department and company resources to reinforce a single point of contact and total incident ownership, including areas outside my direct responsibility. - Providing systems management support, including troubleshooting operating systems, database administration, server and workstation support to clients and colleagues. Key areas of support encompass: - Remote assistance for clients’ mission-critical financial servers - Operating system administration for Windows or Web servers - Network and local printing - Point of sale hardware configuration and troubleshooting - Tyler program release and third-party software upgrades - Database administration (Microsoft SQL) - Resolving client inquiries and issues promptly and effectively communicating closure via email and phone. - Documenting all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues. - Managing open calls by identifying and prioritizing issues in line with published policies. - Escalating situations to senior team members if additional support is required. - Meeting service metrics and measurements daily, weekly, monthly, and quarterly. - Collaborating with other teams, departments, and divisions concerning issues related to Tyler software applications. - Potentially contributing to the company knowledge library and conducting training for end-users.