Client Experience Advocate
Full Job Posting
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
- 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
About Tyler Technologies
Software and services for the public sector.
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