Enterprise Justice Application Support Representative

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TheApplication Support Representative is responsible for providing exceptional customer service for Tyler's software products to clients.The Application Support Representative 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.

Please Note - Candidates who reside outside of the Dallas/Ft. Worth, Texas, area will be considered to work remotely only if their work experience background is in the criminal justice system within state and/or county government.

• Provides inbound and outbound 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 - 9 PM CST operations.