Description

NIC's Payment Services team, a division of Tyler Technologies offers a comprehensive suite of payment processing solutions built and deployed exclusively for government. We are currently looking to hire a Applications Support Engineer to directly support our electronic payments platform, specifically for Tyler Devices.

Responsibilities

The Applications Support Engineer addresses and resolves complex technical support issues for Tyler clients and employees, to ensure a pleasant and beneficial experience with the Technical Support Department. The Analyst fosters the advancement of product knowledge and client service skills within the team and acts as a mentor to the technical support staff. The Analyst is the highest level of escalation for client issues and focuses his/her time on high-level analysis of open support issues.

In this role you will be working with the Devices development team to resolve customer issues with integrating applications across several Tyler Products.
Principal Duties

• Provide high level diagnosis to Support Specialists and take over open issues as needed.
• Review/manage open issues, monitor prompt return of messages and check team incoming call resolution rate.
• Resolve client inquiries and issues in a timely manner; communicate closure effectively through email or phone communications.
• Conduct on-site or group training when necessary (higher level training).
• Participate in training new Technical Support Specialists on Tyler software and department procedures/policies.
• Work closely with Development to review program issues and functionality while encouraging a collaborative learning experience.
• Attend and participate in regional user group meetings when necessary.
• Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
• Contribute to company knowledge library and Tyler Community.
• Perform the role of Support Product Manager or Supervisor when needed
• Follow documented Tyler Technologies policies and procedures.
• Respect the client's policies and procedures.

The majority of the Analyst's time will be spent researching, diagnosing and resolving high-level client issues in a timely and courteous manner. The Technical Support Analyst is responsible for keeping the team informed and educated on new and existing application issues and procedures.

The Technical Support Analyst is a team resource necessary to ensure all client issues are resolved. This has a great impact on the reputation of the company and therefore on client loyalty to the company and ability to secure recurring revenue. A client's impression of the entire company is often based on the quality of their experience when calling technical support.

The Technical Support Analyst must be able to:

• Work independently on high priority issues and new technology projects and utilize available resources to complete these demands.
• Manage multiple tasks and notify appropriate management when necessary.
• Work closely with technical support teams to assess training/education needs and provide the needed training through various methods to eliminate team knowledge gaps in legacy, current and future products and services.
• Take ownership of high-level technical support issues that are open and cannot be resolved through the normal channels within Technical Support.
• Adopt a high level of involvement in department morale (i.e. team building functions).
• Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical.
• Demonstrate expert command of SQL programming language using query and management tools to diagnose client issues and correct client data, and perform code review of staff scripts.
• Adapt to changing product and environments while continually expanding technical skills.
• Provide seamless integration to department and company resources to reinforce single point of contact and total incident ownership, including those outside direct area of responsibility.

Qualifications

• Bachelor's degree in computer science, business administration, accounting or related field, or comparable work experience.
• Two or more years' experience as a Senior Technical Support Specialist with software.
• Proficiency using computers, relational databases and SQL.
• Excellent interpersonal, communication and leadership skills.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
• Strong analytical and problem solving skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to maintain a positive, professional attitude.