Employer: Tribal Group
Position: Customer Support Consultant
Salary: £30,000 – £35,000 a year
Job Type: Full-time
FULL JOB DESCRIPTION
About Tribal
Tribal 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 Team
Our Customer Support Team, managing our Semestry Platform, play a pivotal role in helping HE customers implement, configure, and optimise the system to meet their scheduling and timetabling needs. They offer expertise and support to ensure that our customers are maximising the benefit they get from our systems through the delivery of training and consultancy services.
Tribal’s Semestry MyTimetable is a cloud-based solution designed to deliver personalised, real-time timetables to students and staff in higher education institutions. It allows individualised timetables reflecting users courses, modules and events whilst seamlessly integrating with MS365, Google Workspace and virtual learning environments.
The Role
Joining the team as a Technical Customer Support Consultant, you will partner with our customers ensuring configuration, automation and maintenance of the system. You will also take responsibility for general customer, training, support and ticket triage.
Your responsibilities will include:
Setting up and customising MyTimetable to reflect institutional structures.
Configuring rules and constraints for timetable generation, such as room capacities, staff availability, and course clashes.
Performing investigations for incoming integrations (API / Database)
Performing investigations for outgoing integrations (with Office 365, Teams).
Reporting any bugs /issues to the engineering team.
Communicating with customers on technical topics, such as certificate rollovers.
Investigate and resolve complex issues escalated from first-line support by conducting log analysis, reviewing source data, querying databases and APIs.
Provide front end support to customers.
Perform Health Check calls to identify and resolve any knowledge shortfalls, errors etc.
Delivering reports to both internal and external stakeholders around such things as tickets raised / resolutions resolved.
Supporting customers on how to maximise use of the system, its functionality, and efficiency.
Carrying out 1st line support and deployment of the platform.
The skills you’ll need:
Confident supporting external customers with technical queries.
Ability to comprehend a complex software that integrates with 3rd party systems.
Experience configuring the Semestry platform.
SQL Knowledge.
Experience in automation maintenance.
It would be great if you had:
Zendesk or Remedy force knowledge.
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 Wellbeing Days. You’ll also have access to E-Learning Opportunities to enhance your skills, Volunteer Days to give back to your community, and Employee Engagement Activities to connect with your colleagues. Our flexible working options and Achievers awards ensure that you can thrive both personally and professionally in a supportive, rewarding environment.
Even though the role is full-time, we offer flexible work arrangements to enhance work-life balance, motivation, productivity, and performance. 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.
Application Process
If you’re interested in this role, check out more information on the Official website and apply now!