Senior Customer Support Consultant, HE
Senior Customer Support Consultant, HE

Senior Customer Support Consultant, HE

London Full-Time 36000 - 60000 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Support customers with technical queries and provide guidance on Tribal's software solutions.
  • Company: Tribal Group Plc is a leading UK EdTech company transforming education through innovative software.
  • Benefits: Enjoy competitive salaries, flexible working, and access to continuous learning resources.
  • Why this job: Join a passionate team dedicated to improving education globally while advancing your tech career.
  • Qualifications: Strong communication skills and a passion for technology are essential; analytical skills are a plus.
  • Other info: Tribal values diversity and inclusivity, welcoming applications from all backgrounds.

The predicted salary is between 36000 - 60000 £ per year.

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 an established Senior Customer Support Consultant to join our Customer Success division, within the SITS Higher Education support desk team.

The Role

The Senior HE Support Consultant is an ideal opportunity for someone who is passionate about technology and ready to step into the next level of their career. This role heavily focuses on SITS technical knowledge of both SITS client and E:Vision but welcomes technical knowledge of other Tribal products. The role provides leadership, guidance and an increased level of technical competence and process understanding within the support team. Customer Success Representatives should possess the necessary knowledge and expertise to handle customer inquiries effectively. They should be well-trained in the products or services they support and stay up to date with any changes or updates. When faced with unfamiliar problems, they should be resourceful and willing to research and seek guidance.

Key Responsibilities

  • Possess, maintain and develop in-depth knowledge of Tribal’s SITS and associated services and for the HE market.
  • Respond to customer queries, service requests and Calls to Action, offering good practice advice and sign-posting appropriate content.
  • Advise customers on how to get the most out of Tribal products and best practices in using the relevant product modules and features where possible.
  • Provide effective and professional 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.
  • Take full ownership of customer issues and escalations, collaborating with internal teams as necessary to ensure full resolution and fulfilment while regularly updating customer of status and progress.
  • Provide effective and professional management of customer records and ensuring they are maintained by the team in line with Support procedures, engaging with team members to monitor, assess and drive adherence.
  • Actively demonstrating good ability of creating positive environment to others, that focusses on growth and development of team members through mentoring, coaching, knowledge sharing.
  • Develop and maintain productive working relationships with internal and external stakeholders.
  • Actively contribute to continuous service improvement, including making recommendations on internal processes and product design/usage.

We are looking for an individual who understands what great customer service looks like and is really engaged about technology; that’s essential to be successful in this role. It is important that you have excellent verbal and written communication skills as liaising with customers is a core element of the role. Candidates who will excel in this role will have strong analytical skills and the ability to explain technical problems effectively and constructively in a way that can be easily understood by others.

What can Tribal 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 specialize in education, training, and learning. Our software is world class, and we believe we give our teams the tools, environment, and training to be world class too. Not only will you 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.

Please apply by completing our short application form and attaching your most up-to-date CV. As an equal opportunity employer, Tribal celebrates diversity and is 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.

Senior Customer Support Consultant, HE employer: Tribal Group

Tribal Group Plc is an exceptional employer, offering a dynamic work culture that fosters growth and innovation within the EdTech sector. As a Senior Customer Support Consultant, you will be part of a passionate team dedicated to enhancing educational outcomes globally, with access to comprehensive training resources, competitive salaries, and a flexible working environment. Our commitment to diversity and inclusion ensures that every employee feels valued and empowered to contribute to our mission of transforming education through technology.
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Contact Detail:

Tribal Group Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Senior Customer Support Consultant, HE

✨Tip Number 1

Familiarise yourself with Tribal's SITS and E:Vision products. Understanding the technical aspects and functionalities of these systems will not only boost your confidence during interviews but also demonstrate your genuine interest in the role.

✨Tip Number 2

Engage with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can help you tailor your approach and show that you're a good fit for the team.

✨Tip Number 3

Prepare to discuss specific examples of how you've handled customer inquiries or technical issues in the past. Highlighting your problem-solving skills and ability to communicate complex information clearly will set you apart from other candidates.

✨Tip Number 4

Stay updated on trends in the EdTech industry. Being knowledgeable about current challenges and innovations in education technology will allow you to engage in meaningful conversations during the interview process.

We think you need these skills to ace Senior Customer Support Consultant, HE

Technical Knowledge of SITS and E:Vision
Customer Service Excellence
Effective Communication Skills
Analytical Skills
Problem-Solving Skills
Incident Management
Process Improvement
Team Leadership and Mentoring
Stakeholder Relationship Management
Attention to Detail
Adaptability to Change
Knowledge of SaaS Models
Record Keeping and Documentation
Resourcefulness in Research

Some tips for your application 🫡

Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Senior Customer Support Consultant position. Tailor your application to highlight relevant experience and skills that align with the job description.

Highlight Technical Knowledge: Emphasise your technical knowledge, especially regarding SITS and other Tribal products. Provide specific examples of how you've used this knowledge in previous roles to solve customer issues or improve processes.

Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, include examples in your CV or cover letter that demonstrate your ability to explain complex technical problems clearly and effectively to customers.

Tailor Your CV and Cover Letter: Customise your CV and cover letter for this specific role. Use keywords from the job description and focus on your achievements in customer service and technical support to make your application stand out.

How to prepare for a job interview at Tribal Group

✨Showcase Your Technical Knowledge

Make sure to highlight your understanding of SITS and E:Vision during the interview. Be prepared to discuss how you've used these systems in previous roles and how you can leverage them to enhance customer support.

✨Demonstrate Customer-Centric Mindset

Prepare examples that showcase your commitment to excellent customer service. Discuss how you've handled difficult customer situations in the past and what steps you took to ensure their satisfaction.

✨Emphasise Communication Skills

Since this role involves liaising with customers, practice articulating technical concepts in a clear and concise manner. You might be asked to explain a complex issue, so think about how you would break it down for someone without a technical background.

✨Be Ready for Problem-Solving Scenarios

Expect to face hypothetical scenarios where you'll need to demonstrate your analytical skills. Think through how you would approach unfamiliar problems and be ready to discuss your thought process and any resources you would utilise.

Senior Customer Support Consultant, HE
Tribal Group
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