About Tribal
Tribal Group Plc is a leading UK-based EdTech company delivering top-tier software solutions to the global education sector. Our mission is to research, develop, and deploy innovative products, services, and solutions that educational institutions around the world require to fulfill their primary goals: educating students, optimizing learning experiences, and achieving successful outcomes. We are on an ambitious journey to strengthen our market stance and support the education sector’s transition to a SaaS model.
We are currently seeking a Customer Support Analyst for our Tribal Dynamics product to join our passionate Customer Support team.
The Role
This remote position involves providing first and second-line support for Dynamics 365 CE incidents, with a primary focus on technical incident resolution. Experience with Dynamics 365 CE is crucial. We are looking for an enthusiastic and adaptable support analyst dedicated to delivering industry-leading support for Tribal’s products, thereby ensuring an outstanding customer experience.
As a Customer Support Analyst, you’ll offer application support for Tribal’s Dynamics 365-based products to both Cloud and On-premises customers, alongside the supporting application stack. Your responsibilities will include helping customers maximize the value of our products by addressing their questions and resolving issues, all while guiding them in their daily product use.
You’ll gain an in-depth understanding of Tribal’s core business applications built on Dynamics 365 through our internal training programs.
Key Responsibilities
- Assist customers in their daily product use through MS Teams meetings, emails, community sites, user groups, and other communication methods to resolve issues and answer questions.
- Actively support customers through problem resolution, keeping them informed throughout the incident lifecycle.
- Organize customer meetings to address support tickets and meet customer expectations.
- Build and maintain effective working relationships with both internal and external stakeholders.
- Represent Tribal with professionalism and enthusiasm.
- Analyze customer problems to identify the most suitable solutions.
- Maintain precise records of activities undertaken while assisting customers.
- Ensure investigations and resolutions adhere to existing SLA and KPI targets in a professional manner.
- Develop and maintain high-quality documentation, including FAQs, helpsheets, and user notes.
- Report defects with detailed descriptions and robust research before passing them to the development/product management team.
- Contribute to ongoing process improvements in customer support and other relevant business areas.
- Provide application and technical support for Dynamics 365 Customer Engagement (CRM), focusing on Dynamics Power Platform, including Sales, Customer Service, and Marketing modules.
- Support Tribal Dynamics accelerators and organize their upgrades.
What We Are Looking For
- Customer-centric mindset: you’ll know how to assist customers under pressure.
- Ability to analyze, draw conclusions, and create solutions for customers’ moderately complex problems.
- Demonstrated aptitude for technology and software solutions.
- Strong skill in translating technical details for non-technical audiences.
- Resilience and capability to work under pressure, balancing individual tasks and incoming calls concurrently.
- Positive, self-motivated attitude with a drive to achieve results.
- Collaborative approach to problem-solving when necessary.
- Proactive in building and sustaining personal knowledge and skills.
- Exceptional attention to detail, maintaining a logical and thorough approach.
What Can Tribal Offer Me?
This is a unique opportunity to join a team of dedicated, meticulous, and passionate professionals who are redefining the products delivered globally to educational and training institutions. Our software is world-class, and we are committed to equipping our teams with the tools, environment, and training necessary to achieve excellence.
In addition to having full access to learning resources for ongoing skill development, we offer competitive salaries, a flexible working environment, and an extensive range of benefits.
To apply, please complete our short application form and attach your most recent CV