Customer Support Consultant - Semestry

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 institutions worldwide to support their primary goals of educating students, providing optimum learning experiences and ultimately delivering successful outcomes.

Semstry is a suite of timetabling, scheduling, room booking and timetable publication software designed for Education institutes globally. It helps institutions plan, build, publish and manage academic timetables, exams, teaching spaces and resource allocation.

The Role

As a Customer Support Consultant within our Semestry Timetabling team, you'll play a key role in supporting our customers by providing in-depth application support for Tribal's timetabling and scheduling solutions. You'll act as a trusted advisor to our customers, helping them maximise the value and use of the software, ensuring a smooth and effective user experience.

This role combines strong problem-solving skills with excellent customer service, as you'll engage with customers via phone, email and remote support tools. You'll work closely with customers to investigate issues, provide guidance on best practice timetabling processes, and support the successful operation of their systems.

This is a remote role that will require occasional travel when required.

Your Responsibilities Will Include:

• Acting as an escalation point for complex customer issues relating to Tribal's Semestry Timetabling software, carrying out detailed investigation and resolution.
• Working with customers to diagnose system, configuration and data-related issues, identifying root causes and implementing solutions.
• Collaborating with Product Development and Professional Services teams to resolve software defects, enhancement requests and complex technical challenges.
• Supporting customers with system upgrades, data imports, integrations and validation activities.
• Delivering an outstanding level of service to every customer.
• Establishing robust relationships with key customers at various levels within educational institutions, acting as a trusted advisor throughout the customer lifecycle.
• Addressing customer queries, service requests and Calls to Action by offering best practice advice and directing customers to appropriate resources.
• Managing customer incidents efficiently and professionally through our case management system.
• Maintaining accurate records of customer interactions and ensuring investigations and resolutions meet agreed SLA and KPI targets.
• Developing knowledge of higher education timetabling, scheduling and resource management processes to provide effective customer guidance.

The Skills You'll Have:

• Strong problem-solving and analytical skills.
• Experience working with software applications and investigating technical issues.
• Working knowledge of Microsoft Office applications.
• A willingness to learn and develop expertise in higher education timetabling solutions.

It Would Be Great If You Had:

• Experience working within a Higher Education or Further Education environment.
• Knowledge of Tribal's Semestry Timetabling solutions.
• Experience supporting enterprise software applications.
• An understanding of academic timetabling, room booking, scheduling or student administration processes.

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 are proud to be certified as a Family Inclusive Workplace through Working Families, which recognises our commitment to creating an environment that enables employees to balance their responsibilities inside and outside of work. We 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…