Customer Support Advisor Sheffield, England
Job description
Our recruitment software is innovative and powerful. We want to ensure that everyone has the opportunity to find a job they love by providing faster, fairer and better recruitment for all.
The Support Team are the first port of call for our customers when they experience a challenge with our recruitment software. Our customers may contact the Support Team about challenges ranging from something relatively simple, such as reminding them how to utilise a product or feature, or guiding them on technical problems that may require escalation to our development team.
That’s why our Support Team are critical to the success of Tribepad, they work as a team and cross-functionally. They are passionate about what they do. They work hard to build trusted relationships so that our customers want to stay with us and use our products as efficiently as possible.
To begin with, you will need to be prepared to completely immerse yourself in understanding how our products and features work via individual training sessions, training videos, a written knowledge base and in time, hands-on experience. Once you are up and running, no two days will be the same.
This role is a brilliant opportunity for someone that shares our passion for technology and wants to learn, develop and flourish with Tribepad as we continue to grow.
Main Responsibilities
- Building strong customer relationships, to ensure they feel positive about their experience with you and our software.
- Providing technical support to our new and existing customers so they make the best use of our product.
- Make suggestions to our product team when you spot something that could be done better.
- Ensure any customer queries are answered professionally and on time
- Support our customers by providing system advice and guidance, this will include standard and non-standard questions (although thinking outside of the box will be needed too).
- Troubleshoot and investigate bugs, alerts and other issues as they are raised
- Make and manage small change requests and resolve configuration issues.
- Support the Account Management team & help with projects as necessary
- Support the team in generating daily, weekly and monthly KPI reports.
- Make updates to our knowledge base, user manuals and training guides as needed.
- Manage customer surveys and reporting, highlight any concerns and recommend improvements.
- As part of your role, you will support Tribepad in achieving our environmental targets.
- Report any observed or suspected security weaknesses in systems or services to your Team Lead/CTO.
- Adhere to and follow Tribepad’s Security Policy.
Whilst we would like you to have a passion for tech, who you are and what you want to become are key. We want you to feel comfortable bringing your whole self to work so you can contribute, sharing your thoughts and ideas freely.
We would like you to understand the importance of this role, demonstrating resilience and a willingness to learn and ask questions when you are unsure of the answers.
We like to be honest with our candidates and explain that, on some days, the role may feel challenging. And that’s why when you join the Tribepad team you’ll find you have support from everyone in all roles, as with challenge and stretch comes the opportunity to grow and become better and help our business grow.
Package DescriptionHere's a bit about what you can expect from Tribepad
Our ethos is People first, product second, and profit third. We have an exceptional team of talented people and a customer list that demonstrates how brilliant our product is.
In addition to the salary range listed, we offer up to 7.5% matched pension contributions, a generous holiday allowance, private healthcare, and a training budget to support your continued learning and development. We also enjoy getting together socially and this helps to strengthen our working relationships.
Tribepad is committed to treating each of our employees as unique and individual. We will continually strive for diversity and equity ensuring that you always have a sense of purpose and belonging during your career with us.
Head on over to our website to find out more about our products, culture, and ethical manifesto.
