Customer Advisor
Employer: Tribal Group
Location: Remote, UK
Salary: £27,000 - £30,000
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About TribalTribal is a leading 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.
The platform
Tribal EBS is a modular student information system (SIS) designed for further education, Higher Education and vocational training organisations to manage and streamline student data, operations, and engagement. It provides a single, cohesive view of an institution’s learners, staff, and processes, with real-time reporting and customisable functionality due to the modular-based design.
The Role
As a Customer Advisor, you’ll deliver an excellent customer experience by providing professional, application-level support to our EBS customers. Using telephone, email, and remote assistance, you’ll give clear guidance and practical solutions across the product, while triaging more complex issues to specialist teams and keeping customers informed throughout.
Please note that you will be required to attend the Sheffield office team meet up once every two weeks.
Your responsibilities will include:
Handle customer queries and incidents through phone, email, and online channels, keeping clear and accurate records while meeting agreed SLAs.
Manage a caseload of customer incidents from receipt to resolution.
Deliver a great customer experience by staying in regular contact, giving clear updates, and understanding what success looks like for each education customer.
Triage more technical and complex incidents to the relevant specialist team.
Manage your time effectively and recognise opportunities for chargeable support where appropriate.
Build strong working relationships with colleagues and customers to support smooth service delivery.
Develop a solid understanding of the EBS system and related services, becoming a trusted source of product knowledge.
Promote best practice in how customers use EBS to get the most value from the system.
Contribute ideas to improve our service, processes, and the way customers use the product.
Help create and maintain high-quality support materials, including FAQs, help guides, and user notes where needed.
The skills you’ll need:
Customer service focused.
Experience resolving customer queries.
Strong analytical skills.
The ability to take a problem and deliver effective resolution.
It would be great if you had:
Experience working within the education / SaaS sector.
Previous relevant experience in the provision of software, support and associated services.
Working knowledge of software applications, including web-based experience, SQL and debugging techniques.
Previous relevant experience in an IT customer support role.
What can Tribal offer you?
We offer a range of exceptional benefits to support your wellbeing and work-life balance, including a comprehensive Health Cash Plan, Private Medical Insurance and Employee Assistance Programme, along with a generous parental leave package and the ability to buy or sell holiday each year. We also offer the option of working overseas for up to 8 weeks per year. You'll also have access to E-Learning opportunities to enhance your skills, Volunteer Days to give back to your community and access to Achievers, our reward and recognition platform, to ensure you can thrive both personally and professionally in a supportive and rewarding environment.
We’re committed to creating an environment that enables employees to balance their responsibilities inside and outside of work and encourage and support a range of flexible working patterns for all colleagues. If you need flexibility, apply and discuss your needs with us.
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.
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.
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