Best Practices, Cloud Computing, Communication Skills, Continuous Improvement, Customer Experience, Customer Relations, Customer Support/Service, Customer/Client Research, Documentation, ERP (Enterprise Resource Planning), Follow Through, Government, Identify Issues, Leadership, Mentoring, Multitasking, Organizational Skills, Problem Solving Skills, Process Development, Resolve Customer Issues, Software as a Service (SaaS), Team Player
Description
The Client Experience Advocate is an entry-level client support role, serving as the first point of contact for client questions, issues, and service needs. As part of a regional team, Advocates deliver responsive, high-quality support while building foundational knowledge across the Tyler ERP Pro product suite. Advocates are expected to own each client issue-ensuring resolution or escalation while keeping the client informed every step of the way. Over time, they grow into subject matter experts by earning certifications in specific modules, becoming trusted go-to resources for both clients and peers.
Responsibilities
- Manage and respond to incoming client support needs with professionalism and care
Own each issue through to resolution or proper escalation, ensuring the client is never left in the dark
- Document interactions and case details thoroughly in line with team standards
- Follow established processes to troubleshoot and resolve a broad range of product inquiries
- Maintain a learning mindset, actively working toward module-specific certifications
- Collaborate with teammates and regional leadership to ensure consistent, effective support
- Provide insight into common trends or client needs to support continuous improvement
- Participate in regional initiatives, trainings, and knowledge-sharing efforts as applicable
- Support clients during cloud transitions by reinforcing training and best practices, and escalating common pain points to regional leadership
What Success Looks Like
- Demonstrated ownership and follow-through on all assigned issues
- High-quality documentation and clear client communication
- Strong early performance across core support responsibilities
- Positive client feedback and low case reopen rates
- Completion of initial module certification(s) within defined timeframes
- Increasing depth of expertise in a specific module or functional area
- Recognized by teammates and managers as dependable, eager to learn, and growth-minded
- Demonstrated progression toward advanced certifications, regional projects, or mentorship responsibilities
Qualifications
- Desire to build a career in client support, client success, SaaS, or public sector technology
- Excellent communication skills and a strong service orientation
- Ability to manage multiple tasks and stay organized in a fast-paced environment
- Comfort learning technical concepts and using new tools
- Strong sense of accountability-you follow through even when the answer isn't immediate
- Enthusiasm for growing product knowledge through training and certification
- Team-oriented with a commitment to learning and contributing to shared goals
T
Tyler Technologies Inc
Founded in 1966 and based in Plano, Texas, Tyler Technologies is the largest national provider of integrated software systems and information technology services exclusively focused on the public sector. Simply put — Tyler empowers people who serve the public.
We devote all of our time, energy and resources to help local governments and school districts become more efficient, accessible and responsive. At more than 11,000 local government offices in all 50 states, Canada, the Caribbean, the United Kingdom and other international locations, our clients can attest to our ability to fulfill this promise.
Tyler delivers an expansive portfolio of software and service solutions designed to automate mission-critical public sector operations, including:
State & Local Government Solutions
- ERP | Financial
- Courts & Justice
- Appraisal & Tax
- Records & Documents
- Planning, Permitting & Licensing
- Public Safety
School Solutions
- Student Management
- Financial
Our commitment goes well beyond delivering solutions that work for our public sector clients. It’s also about consistently delivering value for our employees and shareholders.
Working With Us
Working at Tyler means you are part of a vibrant community of professionals who care about their clients as much as they care about each other. We work closely, sharing knowledge and inspiring each other to learn and grow so that we can continually improve service to our clients. When you work at Tyler, you receive benefits that support your health and well-being. Our comprehensive offering was created to accommodate the diverse lifestyles of our staff.
Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.
2,500 to 4,999 employees
Accounting and Auditing Services