Customer Support Specialist

Tyler Technologies, Inc. - Seattle, WA3.6

Full-time
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We are looking for a Customer Support Specialist to resolve product issues, feedback, and requests spanning a broad platform surface area on behalf of clients and stakeholders.

The Support Team is a diverse, high-performing group with broad charter to negotiate technical solutions for complex client problems. From coaching a client on a specific workaround to creating an automation workflow, you play a key and empowered role managing client success. In addition to our government clients and citizen users, our key partners and stakeholders include: Product Owners and Analysts, Data Analysts, Engineers, Account Managers, and Client Success Managers.

If you are driven by accountability and a deep sense of ownership, thrive on turning chaos into order, and care deeply about client success, we should definitely talk.

About Us

Our mission at Socrata, the Data & Insights Division of Tyler Technologies, is to help government use data more strategically and effectively in the design and delivery of their programs and missions.

Socrata has embarked on its next stage of robust growth as part of Tyler Technologies. On April 30, 2018, Tyler Technologies (NYSE:TYL), the leading provider of end-to-end information management solutions and services for local governments acquired Socrata, the market leader in making existing government data discoverable, usable, and actionable for government workers and the people they serve. The potential to layer Socrata’s powerful data technology on top of Tyler’s mission-critical line of business systems in more than 15,000 local government organizations will allow Socrata to provide data and insights on a scale that has the opportunity to fundamentally change the way local government understands their operations, uses their resources and serves their constituents.

Now is the time join Socrata, the Data & Insights Division at Tyler, and change your career trajectory!

Our data as a service platform and cloud-based solutions support the world’s most effective open and internal data sharing programs at every level of government. Our clients include the US Federal Government; half of the US states and most major US cities and counties. That list includes states like New York, Texas, Massachusetts, Washington and Utah; cities like Austin, Seattle, Chicago, Los Angeles and New York City; Federal agencies like the Centers for Disease Control and Prevention (CDC), US Department of Commerce, the US Department of Transportation and the Centers for Medicare & Medicaid Services! Our select few non-governmental clients are ones with influence over government data policy, including the World Bank, the United Nations and the European Commission.

How We Act

At Socrata, how we act with each other and our clients embodies the core values and our code of conduct:

We value big ideas and creative execution
We build open and honest relationships
We are results driven and accountable
We celebrate success together
We aspire to be remarkable
We take individual responsibility for the success of every client
Do you share our values? Is this the kind of environment where you'll feel empowered to do your best and most meaningful work?

About Tyler

Tyler Technologies (NYSE: TYL) is a leading provider of end-to-end information management solutions and services for local governments. Tyler partners with clients to empower the public sector - cities, counties, schools and other government entities - to become more efficient, more accessible and more responsive to the needs of their constituents. Tyler's client base includes more than 15,000 local government offices in all 50 states, Canada, the Caribbean, Australia, and other international locations. In 2017, Forbes ranked Tyler on its 'Most Innovative Growth Companies' list, and Fortune included Tyler on its '100 Fastest-Growing Companies' list. Headquartered in Plano, Texas, Tyler has more than 4,200 employees in multiple divisional and regional offices across the U.S. You can learn more about Tyler Technologies at www.tylertech.com.

The Data & Insights Division employs about 150 team members and is headquartered in a vibrant and creative workspace in Seattle, WA. You can learn more about this remarkable division of Tyler at https://www.tylertech.com/products/socrata.

Competitive salary including equity-based compensation (restricted stock units), a 401K with employer match, employee stock purchase plan, as well great health benefits are offered. Qualified applicants are encouraged to apply right here!

Tyler Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Tyler Technologies will not tolerate discrimination or harassment based on any of these characteristics. Tyler Technologies encourages applicants of all ages.

At the Data & Insights division of Tyler, we aspire to be remarkable: in the culture we create, the products we build, and the services we deliver. We believe a diverse team that embodies many different backgrounds and experiences is necessary for us to be the best we can be. Within the division, we pursue a culture of inclusivity by identifying and removing aspects of our culture that stop people from being able to do the best work of their lives in physical and emotional safety, while being their authentic selves. We seek diversity, equity, and inclusion across our organization and in our daily work as individuals.

We understand change takes time and that we still have work to do, and we are committed to making continual progress.

Location
Seattle, Washington

Responsibilities

In a typical week, you might:
Partner with a Client Success Manager to inform a client success plan
Attend a post-launch client implementation handoff call
Troubleshoot, validate, and coordinate the resolution of client-reported issues
Lead an engineering meeting to address product remediations
Engage in a monthly product roadmap debrief and discussion
Participate in a pre-release bug bash
Partner with a Product Owner to create internal and client-facing documentation
Troubleshoot an ETL solution to automate a client’s data workflow
Unblock client issues through a screenshare coaching session
Qualifications

We want to hear from you if you:
LOVE to triage and gather requirements. And you LOVE coming to work to problem-solve for technical and non-technical clients
You are comfortable interacting with technical decision makers and management to drive clarity when there is no clear correct answer
LOVE engineering creative solutions and taking ownership of implementing them
Know how to deliver win-win resolutions
Effectively communicate with everyone (clients, end users, and internal stakeholders)
Are a self-starter, embrace ambiguity, and are highly motivated to:
Seek out answers from technical experts cross-functionally about things you know nothing about
Understand a technical problem (not just be able to translate it)
Become a Socrata and internal data sharing expert
Curate and maintain a broad and best-in-class knowledge base
Are passionate about team collaboration, performance excellence, and measuring service level agreements and satisfaction
Have flexibility to work different shifts, including an early shift (6am – 3pm) or later shift (9am – 6pm), or other combinations established by the Company

We especially want to hear from you if you:
Are not afraid to hold yourself accountable and learn from mistakes
Are passionate about client satisfaction as a discipline
Enjoy taking ownership of team metrics and working creatively to improve processes and results
Love collaborating and advocating for change based on user feedback
Are skilled at explaining and documenting technical concepts for a variety of audiences

Requisition Number: 6619053-2

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