The main responsibilities of the Associate Software Support Specialist are to provide help desk support, software training, and consulting services to end users of Tyler Technologies’ Fire Prevention Mobile software products. Secondary responsibilities include software testing and data loading and implementation tasks for new Fire Prevention Mobile customers.

Responsibilities

• Provide Level One help desk support. This involves handling “how to…” questions from users, diagnosing software problems, and escalating support tickets to programmers.
• Teach Fire Prevention Mobile product training courses to customers. This consists of delivering web-based and on-site training to small groups of customers throughout North America.
• Provide consulting services to customers. This consists of working with customers to identify how to best use their Fire Prevention Mobile software. It also involves helping customers redesign their business processes so they can maximize the benefit of their new Fire Prevention Mobile software.
• Perform software testing for software upgrades and new product releases.
• Execute the Fire Prevention Mobile Implementation Process for new customers. This involves working with new customers and with the Fire Prevention Mobile Implementations Team to perform the various steps required to implement a new customer including software setup and data loading using Microsoft Excel.
• Provide support to the company’s Sales and Product Development functions. This consists of delivering software demonstrations to sales prospects over the internet and setting up focus groups that contribute to ongoing product development.

Qualifications

• Excellent active listening and personal interviewing skills.
• Strong customer support and troubleshooting capabilities.
• A high level of written, spoken, and interpersonal communication skills.
• Demonstrated organizing, planning and follow-up skills.
• Teaching or training experience is not required but is preferred.
• Ability to work independently with minimal oversight.