Customer Support Consultant

Tribal's vision is to empower the world of education and we make it our mission to provide the software and services which underpin student success.

With a focus on achieving an outstanding customer experience, the role of the Customer Support Consultant 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

• 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.
• Provide an excellent customer experience by maintaining regular contact with Customers, informing them of relevant progress and resolution and possessing a clear understanding of the criteria for customer success.
• Ensuring effective time management and control, looking for commercial opportunities where possible in respect of recoverable time
• Develop and maintain productive working relationships with internal and external stakeholders.
• Build and maintain in-depth knowledge of our products and associated services.
• Understand and promote good practice of our products and services.
• Actively contribute to continuous service improvement, including making recommendations on internal processes and product design/usage
• Contribute to supporting high-quality documentation, e.g. FAQs, Helpsheets, User Notes
• Encourage teamwork and contribute to a culture of high performance and continual improvement.

What You Can Bring

The ideal candidate will have good, quality-driven customer services skills, strong verbal and written communication skills, with the ability to effectively and constructively explain things in a way that is easily understood by others.

Excellent interpersonal skills with the ability to be able to build and maintain effective collaborative relationships with colleagues and clients that create an effective team, as well as strong analytical skills with an aptitude for problem-solving in creative ways, and the ability to take a problem and deliver effective resolution.

Meticulous attention to detail, accurate and thorough; delivering high-quality output to tight deadlines and under pressure and excellent working knowledge of MS Office applications is also essential.

What Tribal Can Offer

Along with a competitive salary plus benefits such as life assurance, pension, private medical insurance and a healthcare cash plan, we offer a friendly and supportive working environment in a city-centre location. This is a great opportunity to use your existing skills and learn new ones, in a global technology organisation.

So, if you are looking for your next career move, please complete the simple application form and attach your CV and a covering letter.

Tribal is an equal opportunities employer