Team Lead, ERP Pro 10 Utilities

Apply Online

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

Work with our innovative software solutions that help local government and school districts centralize data and connect their organizations. By working to develop and support our financial management solutions, you can help integrate our solutions with human resources, revenue management, tax billing, and asset management.

Location

Manila, Philippines

Travel

0-5%

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.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Apply Online

Requisition Number:2024-4353


Tyler Technologies is proud to be an affirmative action / 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, 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 jobs@tylertech.com 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.
spacer module is 50px
Didn’t find what you’re looking for?

Start your search again

spacer module is 27px
SCAM ALERT

Don't be fooled by criminals making false employment offers, requesting personal and financial information, or impersonating Tyler management. In our recruiting practice, we do not …

  • Extend job offers to candidates we have never spoken with on the phone or in-person
  • Request financial information from candidates
  • Offer jobs through chat rooms, meetups, or hangouts

If you feel you may have been in contact with someone falsely representing Tyler, please contact info@tylertech.com immediately and provide us with as much information as possible about the exchange. If you opened or clicked on any links or attachments within a suspicious job offer, we recommend running a full antivirus scan on your computer to make sure no malware was downloaded.

spacer module is 25px
Get to Know Our Tyler Family

At Tyler, team members are valued and encouraged to innovate, while having fun along the way. Join us and see why we love working here.

Meet our Tyler family
Meaningful Work, Valuable Benefits

To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.

Check out our benefits
Why Work at Tyler?

While committed to serving the public sector, we’re also dedicated to investing in our people. Be a part of our passionate community where you can grow.

Come work with us
Upcoming Job Fairs & Recruiting Events

Interested in learning more about what it's like to be a part of our team? Our recruiting team would love to meet you at an upcoming event in your area or virtually.

See our hiring events