Senior Customer Support Consultant – Remote, England
About Tribal Group Plc
Tribal Group Plc is a leading UK-based EdTech company specializing in providing innovative software solutions to the global education sector. Our mission is to research, develop, and deliver products and services that help educational institutions worldwide achieve their primary goals: educating students, optimizing learning experiences, and ensuring successful outcomes. We aim to strengthen our market position by supporting the transition towards a SaaS model for the education sector.
About the Role
We are looking for an experienced Senior Customer Support Consultant to join our Customer Success division, focusing on the SITS Higher Education (HE) support desk team. This position is ideal for someone passionate about technology and eager to advance their career. The role emphasizes technical expertise in SITS (both SITS client and E:Vision) but also values knowledge of other Tribal products. You’ll provide leadership, guidance, and foster a culture of technical competence and process understanding within the support team.
Key Responsibilities
- Maintain and deepen your knowledge of Tribal’s SITS products and associated services tailored for the HE market.
- Address customer inquiries, service requests, and Calls to Action, providing best practice advice and directing them to relevant content.
- Advise customers on maximizing the use of Tribal products, offering best practices for relevant modules and features.
- Manage customer incidents efficiently and professionally via telephone, email, website, and user groups. Keep accurate records of customer interactions and adhere to SLA and KPI targets.
- Take full ownership of customer issues and escalations, collaborating with internal teams to ensure timely resolution and keeping the customer informed of the progress.
- Ensure customer records are accurately maintained by the team in line with support procedures and monitor team members’ adherence.
- Foster a positive environment that encourages team growth and development through mentoring, coaching, and knowledge sharing.
- Build and maintain productive relationships with internal and external stakeholders.
- Contribute to continuous service improvement by recommending enhancements to internal processes and product design/usage.
Ideal Candidate
We seek an individual passionate about technology and understanding what great customer service looks like. You must have strong verbal and written communication skills, as customer interaction is core to the role. Successful candidates will have excellent analytical skills and the ability to explain technical issues effectively and constructively so that they are easily understood by others.
What Tribal Offers
- Join a team of driven, meticulous, and passionate professionals.
- Access to world-class software and tools, within an environment that fosters continuous learning and development.
- Competitive salaries, flexible work arrangements, and generous benefits.
Application Process
Please apply by completing our short application form and attaching your most up-to-date CV via the ‘Apply’ button above.
Equal Opportunity Employer
Tribal celebrates diversity and is committed to creating an inclusive environment for all employees. We ensure our recruitment process is free from discrimination based on any protected characteristics and actively welcome applications from underrepresented groups in the tech sector. As signatories to the Tech Talent Charter, we strive to be a responsible business.
Note to Applicants
Tribal reserves the right to close this advertisement ahead of the published closing date. Early applications are highly encouraged as shortlisting may commence before the advertised closing date