Client Experience Advocate

Tyler Technologies, Inc.; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Tyler Technologies, Inc. is seeking an entry-level Client Experience Advocate in Manila, Philippines. You will be the first point of contact for client questions and issues, delivering responsive support while growing knowledge across the Tyler ERP Pro product suite.

You will own each client issue, document interactions, and escalate when needed. As you progress, you will pursue module-specific certifications, becoming a trusted resource for clients and peers within a regional team.

Qualifications

• Excellent communication skills and a strong service orientation.
• Ability to manage multiple tasks in a fast-paced environment.
• Willingness to learn technical concepts and use new tools.

Responsibilities

• Own and respond to incoming client support needs through resolution or proper escalation.
• Document interactions thoroughly in line with team standards.
• Follow established processes to troubleshoot and resolve product inquiries.
• Maintain a learning mindset toward module certifications.
• Collaborate with teammates and regional leadership to ensure consistent support.
• Provide insight into trends to support continuous improvement.
• Participate in regional trainings and knowledge-sharing efforts.
• Support clients during cloud transitions by reinforcing training and escalating pain points.

Skills

Communication

Service mindset

Multi-tasking

Tech concepts

Accountability

Team mindset

Job 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, owning each issue through to resolution or proper escalation and 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.
• Must be able to work a 9pm to 6am PHST shift.

Location

Manila, Philippines

Travel

0‑5%

Tyler Technologies is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing [e-mail] or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.