Software Support Specialist, SoftCode

Our disability and benefits solutions help programs and agencies quickly get benefits into the hands of those who need it most, all while lowering cost and streamlining the process.Public sector agencies manage a variety of complex, mission-critical tasks each day from monitoring the city budget and generating payroll for municipal employees to collecting revenues from citizens and generating utility bills. Our ERP financial solutions are designed to manage public sector core business functions no matter the size or complexity of the organization from small towns to large cities and counties.Tylers public safety solutions improve situation awareness and enhance safety and productivity for public safety professionals. Weve drawn from our extensive experience to design, develop, deliver and support integrated software solutions to meet each agencys unique needs.**Software Support Specialist, SoftCode**The Software Support Specialist on the Application Support Team is responsible for providing exceptional customer service for Tylers software products to clients. The Software Support Specialist ensures timely resolution of easy-moderate client software issues through data analysis and functionality troubleshooting using development tools, and best practice communication for resolving issues.**Location**Marlborough, Massachusetts**Responsibilities*** Provides inbound phone, web, or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.* Analyzes data reports, forms, and web technologies.* Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.* Provide guidance in data correction and resolving/escalating client incidents.* Follows up on defects and acts as advocate for the client to ensure timely and accurate issue resolution.* Consult clients on best practices for optimal use of Tyler products.* Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.* May assist with documentation of support processes.* May submit client issues to development team for resolution as needed.* May provide training to client end-users (typically via webinar).* Creates or enhances documentation throughout the support process.* Contributes to company knowledge library and/or Tyler Community.* May participate in Early Adopter activities.* May participate in User Group meetings and activities.* 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.* Occasional travel (0-15%) for on-site support required.* Must be available to work evening shifts as needed to support 7 AM 7 PM CST operations.**Qualifications*** Bachelor's degree in related field or equivalent experience.* A minimum of 6 - 12 months previous experience required in an Associate Software Support Specialist position; or work experience within a state or county in the criminal justice sector.* Familiarity with business (judicial) terminology and principles desired.* 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.* Experience working with relational databases or SQL preferred.* Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.* Proficiency using computers required* Knowledgeable with Microsoft Office.* Knowledge and understanding of software development tools a plus.**Taking Care of You & Your Family**Your health and well-being are important to us. Thats why we invest in our team members by offering competitive benefits to support their health and financial wellness. .Requisition Number:2021-1626INDCJ#DICECJTyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability. **Meaningful Work, Valuable Benefits**To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.**Accessibility Statement****Compliance status** We firmly believe that the internet should be available and accessible to anyone and are committed to providing a website that is accessible to the broadest possible audience, regardless of ability.To fulfill this, we aim to adhere as strictly as possible to the World Wide Web Consortiums (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA level. These guidelines explain how to make web content accessible to people with a wide array of disabilities. Complying with those guidelines helps us ensure that the website is accessible to blind people, people with motor impairments, visual impairment, cognitive disabilities, and more.This website utilizes various technologies that are meant to make it as accessible as possible at all times. We utilize an accessibility interface that allows persons with specific disabilities to adjust the websites UI (user interface) and design it to their personal needs.Additionally, the website utilizes an AI-based application that runs in the background and optimizes its accessibility level constantly. This application remediates the websites HTML, adapts its functionality and behavior for screen-readers used by blind users, and for keyboard functions used by individuals with motor impairments.If you wish to contact the websites owner please use the website's form**Screen-reader and keyboard navigation** Our website implements the ARIA attributes (Accessible Rich Internet Applications) technique, alongside various behavioral changes, to ensure blind users visiting with screen-readers can read, comprehend, and enjoy the websites functions. As soon as a user with a screen-reader enters your site, they immediately receive a prompt to enter the Screen-Reader Profile so they can browse and operate your site effectively. Heres how our website covers some of the most important screen-reader requirements:- **Screen-reader optimization:** we run a process that learns the websites components from top to bottom, to ensure ongoing compliance even when updating the website. In this process, we provide screen-readers with meaningful data using the ARIA set of attributes. For example, we provide accurate form labels; descriptions for actionable icons (social media icons, search icons, cart icons, etc.); validation guidance for form inputs; element roles such as buttons, menus, modal dialogues (popups), and others.Additionally, the background process scans all of the websites images. It provides an accurate and meaningful image-object-recognition-based description as an ALT (alternate text) tag for images that are not described. It will also extract texts embedded within the image using an OCR (optical character recognition) technology. To turn on screen-reader adjustments at any time, users need only to press t