Senior Customer Support Consultant, HE

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 understand what great customer services looks like and be 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 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 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.