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Product Support Consultant

Company Name:
Tyler Technologies
Position Objective
The Product Support Consultant provides technical support, consulting and on-site training services to new and existing customers of Tyler's Munis Payroll software in the area of state reporting. They will be establishing and maintaining a positive relationship between the client site and Tyler Technologies in the critical area of State Reporting.
Responsibilities
Provide telephone or e-mail troubleshooting support for customers: Resolve client inquiries and issues in a timely manner and communicate closure effectively through email and phone communications.
Conduct first level diagnosis of system defects; document, reproduce and notify State Reporting Development Supervisor of findings so the appropriate reports can be submitted.
Continually develop product expertise by reviewing new functionality, testing new product issues, learning new modules and utilizing company resources.
Provide onsite consultation and training to new and existing Munis software clients.
Train users in system set up, administration and maintenance.
Create user documentation/videos when required and contribute to the company knowledge library.
Adhere to Technical Support statistical guidelines (incoming rate, response rate, overdue percentage); Manage open calls by identifying and prioritizing issues according to published policies.
Collaborate with other teams, departments and divisions with issues pertaining to applicable software applications.
Work closely with software developers and quality assurance analysts to troubleshoot and debug programs; demonstrate a basic understanding of programming by reading application source code and creating SQL scripts to query and update client data.
Qualifications
Bachelor's degree in computer science, business administration/management, accounting, or related field, or comparable work experience.
Experience in ERP solutions, accounting software, accounting or computers, or two years of experience with Munis software.
Excellent interpersonal and communication 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.
Exceptional presentation and training skills desired
Demonstrated ability to maintain a positive, professional attitude.
Ability to travel extensively.
Valid driver's license and clean driving record.
Posted Date
May 20, 2014
Location: Yarmouth, Maine
Posted Date: May 20, 2014

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