Remote Senior Customer Support Consultant Job in UK Tribal Group

Who you are

• In-depth knowledge of Tribal’s SITS and associated services for the HE market
• Ability to provide effective customer service and incident management
• Excellent verbal and written communication skills
• Strong analytical skills
• Ability to explain technical problems effectively and constructively
• Desire to mentor, coach, and share knowledge with team members

Desirables

• passionate about technology
• strong analytical skills
• excellent verbal and written communication
• good at mentoring
• good at coaching
• excellent customer service skills
• interpersonal skills
• problem-solving skills

What the job involves

• Respond to customer queries, service requests and Calls to Action, offering good practice advice and sign-posting appropriate content
• 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
• Take full ownership of customer issues and escalations, collaborating with internal teams as necessary to ensure full resolution and fulfilment while regularly updating customer of status and progress
• Develop and maintain productive working relationships with internal and external stakeholders
• Actively contribute to continuous service improvement, including making recommendations on internal processes and product design and usage

Application process

• Complete short application form
• Attach CV