CM Software Support Intern
Tyler Technologies, Inc.3.6
Denver, CO
Job description

The Software Support Specialist Intern is an entry-level position, learning how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist Intern is expected to continually grow and expand knowledge of the product.

Location

Denver, Colorado | Lubbock, Texas | Remote

Travel

0-5%

Responsibilities

  • Provides inbound phone, web or email software support to resolve client inquiries and problems
  • Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
  • Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
  • Foster continuous learning environment through contribution of the knowledgebase and training
  • Submits client issues to development team for resolution as needed.
  • May create or enhance documentation throughout the support process.
  • 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.
  • Communicate professionally, clearly, and appropriately with clients and coworkers.
  • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
  • Solve problems effectively in an ever-evolving environment.
    Demonstrate proficient knowledge of support processes, problem management tools and procedures.
  • Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
  • Maintain composure under pressure.
    Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
  • Work effectively both independently and in a team-oriented environment.
  • Assist other team members.
  • Provide limited hardware and operating system support.
    Effectively utilize available resources.
  • Accurately record all details and progress in incident tracking system(s).
  • Proactively improve knowledge and develop analytical and technical skills.
  • Performs other duties as assigned.

Qualifications

  • Excellent verbal and written communication skills with the ability to effectively work with clients on technical and business issues.
  • Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.
  • Problem-solving mindset.
  • Excellent interpersonal skills.
  • Decision making and problem-solving skills involving troubleshooting basic to moderate issues.
  • Strong organizational skills.
  • Effective analytical ability, particularly in a technical environment.

State Specific Salary Range Disclosure Requirements for Colorado, Connecticut, and Nevada

Salary will generally fall between $13 - $17 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

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Company details

Headquarters

5101 Tennyson Parkway Plano, Texas 75024

Employee

5001 to 10000

Revenue

$500M to $1B (USD)

Industry

Internet and Software

Company Description
Tyler Technologies (NYSE: TYL) provides integrated software and technology services to the public sector. Tyler's end-to-end solutions empower local, state, and federal government entities to operate more efficiently and connect more transparently with their constituents and with each other. By connecting data and processes across disparate systems, Tyler's solutions are transforming how clients gain actionable insights that solve problems in their communities. Tyler has more than 37,000 successful installations across more than 12,000 locations, with clients in all 50 states, Canada, the Caribbean, Australia, and other international locations. Tyler was named to Government Technology’s GovTech 100 list five times and has been recognized three times on Forbes’ "Most Innovative Growth Companies" list. More information about Tyler Technologies, an S&P 500 company headquartered in Plano, Texas, can be found at tylertech.com.
Company ratings
  • Overall
    3.6
  • Company & Benefits
    3.6 / 5
  • Culture & Values
    3.5 / 5
  • Career Opportunities
    3.2 / 5
  • Work/Life Balance
    3.5 / 5
  • Senior Management
    3.2 / 5
Company reviews
"It's alright"
Current EmployeeAdmin
Pros: - flexible schedule - vacation days & 2 float holidays - good PTO for new hires - work/life balance Cons: - communication within organization - lack of professional development - no sick days and mental health days

"Nice People; Bad Products"
Current EmployeeSupport Specialist
too many organizations job description does not come close to what you will actually do operates like a startup that has been around for decades support takes the punches and benches the weight of products
Pros:
Cons:

"Good place to work"
Current EmployeeReappraiser
Just chill and warm and gooey at times. Training could be adjusted as well as good ole boys attitude but others in the office make it worth while. Everyone has a good attitude here

"Great opportunity for advancement. "
Current EmployeeOffice Manager
I started out in an entry level/data entry position and quickly began working my way up. I am currently and Office Manager and soon to be Associate Project Supervisor. Management is always there for support and mentor programs help individuals continue to learn and grow within the company.
Pros:
Cons: