Client Experience Advocate
Description
Overview
The Client Experience Advocate is a client support role, serving as the first point of contact for client questions, issues, and service needs. Advocates deliver responsive, high-quality support while building foundational knowledge across My Civic and integrating teams. Advocates are expected to own each client issue—ensuring resolution or escalation while keeping the client informed every step of the way.
Responsibilities
What You’ll Do
As a Client Success Advocate, you will:
- Serve as a trusted point of contact for clients, providing inbound support and guidance for Tyler’s Citizen Engagement mobile applications.
- Advocate for client success by troubleshooting issues, answering questions, and ensuring a positive user experience.
- Build strong client relationships through clear, professional, and empathetic communication.
- Analyze data reports, forms, and web-based technologies based on your level of training and experience.
- Accurately document, track, and update client cases using Tyler’s client management system.
- Collaborate with internal teams and escalate issues to the development and/or product teams when needed.
- Perform quality assurance testing for application updates and enhancements, ensuring functionality and performance meet requirements.
- Create and maintain support documentation and knowledge resources.
- Continuously expand your technical skills and product knowledge across Tyler solutions.
- Follow all company policies, including safety, ethics, equal employment opportunity, and anti-harassment standards.
- Become a Subject Matter Expert in My Civic and the Client Management System.
- Perform additional duties as assigned.
Qualifications
What We’re Looking For
- Excellent interpersonal skills and a genuine passion for helping clients succeed.
- Strong problem-solving and decision-making abilities, with experience troubleshooting basic to moderate technical issues.
- Clear, confident written and verbal communication skills.
- Strong organizational and analytical skills, especially in a technical environment.
- Ability to thrive in a collaborative, goal-driven team.
- Proficiency with Microsoft Office.
- Ability to work onsite at the Metro Manila office at least two days per week.
- Availability to work a 9:00 PM – 6:00 AM PHST schedule.