About this role

Job title: Client

The Client

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.

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 We're Looking For
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
Must be able to work a 9pm to 6am PHST shift
Compensation & Benefits
Meaningful Work, Valuable

To make work even more rewarding, Tyler offers a wide range of benefits to support the overall wellness of you and eligible family members. Check out our benefits and opportunities for growth on the Tyler Careers site.

Client Experience Advocate