Customer Support Consultant (Technical)

Tribal

Tribal Group Plc is a UK-based EdTech business providing market leading software solutions to the global education market. We strive to research, develop and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning experiences and ultimately delivering successful outcomes.

We have an ambitious strategy to build upon our position and support the education market evolving to a SaaS model.

We are currently looking for a Customer Support Consultant (Technical) to to work as part of the Customer Support team of our Semestry product. Semestry design and build cloud scheduling and resource management solutions for the education sector.

The Role

The role of the Customer Support Consultant (Technical) is to provide a professional application level support service to Customers globally. The role also provides technical and operational support using telephone, email and remote assistance.

Key Responsibilities include:

• Management of customer incidents via telephone, e-mail, website and user groups, maintaining accurate records of customer contact and ensuring that investigation and resolutions are in accordance with existing SLA and KPI targets in effective and professional manner.
• Provide regular contact with customers and ensure high level for customer satisfaction and experience
• Provide technical investigation including review and debugging of source code, data repair, performance tuning, scripting and technical configurations
• Documenting information for incidents and service requests using FAQs, Helpsheets and User Notes
• Ensuring effective time and priority management and control, looking for commercial opportunities where possible in respect of recoverable time.

The Person

Applicants will ideally come from a similar customer-facing technical role and be passionate about improving customer experience.

• Strong working knowledge with MS Office Applications
• Experience of technical skills including API, Oracle, PL/SQL, Java, html, SQL Server, .Net.
• Working knowledge of software applications, including web based experience, SQL and debugging techniques.
• Good understanding and knowledge of software development lifecycle
• Strong verbal and written communication skills
• Ability to find and maintain effective collaborative relationships with colleagues and clients that create an effective team.
• Ability to plan and priorities workloads

*Please Note: Tribal is a global operation, our services operate 24/7 and there is a requirement for some teams to be available outside normal office hours and/or on call. The role may be required to manage customer plans which include very occasional weekend work or non-core business hours to achieve critical deadlines.

What can Semestry & Tribal Group offer me?

This is an unrivalled opportunity to join a team of driven, meticulous, and passionate professionals, who are challenging the status quo of products that are provided globally to institutions that specialise in education, training, and learning. Our software is world-class, and we believe we give our teams the tools and environment to become world-class individuals too.

Not only will have full access to learning resources to continue to up-skill whilst part of our team, but we offer competitive salaries, a flexible working environment, and a generous range of benefits.

To apply please complete our short application form attaching your most up-to-date CV.

As an equal opportunity employer, Tribal celebrate diversity and are committed to creating an inclusive environment for all employees. We make sure that our recruitment and selection processes never discriminate based upon any protected characteristics and actively welcome applications from all groups, not least those underrepresented in the tech sector. To safeguard this we are signatories to Tech Talent Charter to better enable us to be a responsible business.

Note to all applicants – Tribal reserve the right to close an advertisement to applications ahead of the advertised closure date. For this reason, shortlisting may take place prior to the closing date on some occasions. With this in mind, please do not hesitate to apply early.