Team Lead, ERP Pro 10 Utilities
Description
The Software Support Team Lead is responsible for the day-to-day operations of their support team to ensure service goals are met and clients receive exceptional support. The position positively resolves client concerns by maintaining and growing customer relationships, coaching and guiding junior Support staff, and maintaining client satisfaction and performance metrics.
The position works with the Software Support Manager to keep all team members focused on team and department goals. The overarching goal of the position is to increase client confidence due to longevity of staff, quality of answers provided, and continually improving service. This results in clients who feel more ownership and control over the product and who are more likely to serve as a reference. The position has great impact on the reputation of the company and, therefore, on client loyalty and Tyler’s ability to secure recurring revenue.
Responsibilities
- Provides inbound chat, portal, or phone support to resolve moderate-complex client inquiries and problems effectively and efficiently, as needed
- Provides high level diagnosis to staff, and takes over open issues as needed
- Submits client issues to development team for resolution as needed
- By providing day-to-day supervision of the team, achieves and maintains the service goals of the Client Services Department and creates new ways for reaching these goals
- Develops employees on the team:
- Addresses performance issues
- Provides regular performance feedback
- Assesses training needs and oversees training for team members
- Provides soft skills training
- Provides input on employee retention activities
- Meets regularly with employees individually and as a team
- Responds to escalated client issues and negotiates solutions based on client needs and company policies
- Facilitates information flow between appropriate departments so that all employees have access to the same information regarding specific Tyler software
- Works with both clients and internal staff to review product changes and defects, providing feedback to Development to improve the overall product
- Monitors and improves upon daily and weekly performance metrics as provided by the Software Support Manager
- Reviews release documentation and provides feedback to Tyler Documentation staff
- Manages in-peril client support (Tyler Care) activities
- Contributes to company knowledge library and contributes to Tyler Community
- Continually develops product expertise by reviewing new functionality, testing product issues and utilizing internal resources
- Prepares and delivers annual performance reviews
- May be responsible for specific clients’ well-being and maintenance of those relationships, which may include status calls and reporting
- Respects clients’ policies and procedures, and follows documented Tyler policies and procedures
- Performs other job-related duties and manages projects created for strategic clients as assigned
Qualifications
- BS/BA degree in related field or equivalent work experience is required.
- Experience with Tyler software products or experience in a Client Service organization is preferred.
- Effective conflict management, resolution and communication skills are required.
- Demonstrated ability to maintain a positive, professional attitude and an aptitude for service is required.
- Excellent interpersonal skills are required, including verbal and written communications.
- Demonstrated ability to work independently as well as in a team is required.