Customer Support Analyst (Dynamics CRM)

About Tribal

Tribal Group Plc is a UK-based 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.

We have an ambitious strategy to build upon our position and support the education market evolving to a SaaS model.

We are currently looking for a Customer Support Analyst (Dynamics CRM) to work as part of the Customer Support team for our Tribal Dynamics product.

The Role

This work-from-home position focuses on providing 1st and 2nd line Dynamics 365 CE incident support management, with a strong emphasis on technical incident resolution. It is essential that you have experience in Dynamics 365 CE

We are seeking an enthusiastic and flexible support analyst to deliver best-in-industry support for Tribal’s products, ensuring an excellent customer experience.

As a Customer Support Analyst, you will provide application support for Tribal’s Products built on Dynamics 365 to both Cloud and On-premises customers, along with the supporting application stack.

This will include ensuring that our products are providing the maximum benefit to our customers by answering their questions, solving their problems and ensuring that they are getting the best value out of the product as possible. It will involve front-line working with customers, guiding them through their day-to-day use of the product.

You will develop an in-depth working knowledge of Tribal core business applications built on Dynamics 365. Internal training on products and services will be provided.

Key Responsibilities

• You will assist customers with their daily use of the product, providing support through MS Teams meetings, emails, community sites, and user groups. and other forms of contact to resolve issues and answer questions.
• Actively supporting customers through problem resolution, keeping them informed throughout the incident lifecycle.
• Facilitate and manage customer meetings to support tickets and meet customer expectations.
• Develop and maintain productive working relationships with internal and external stakeholders
• Representing Tribal with a professional and enthusiastic disposition.
• Analyzing customer problems to determine the most appropriate solutions.
• Maintaining accurate records of activities carried out when assisting customers.
• Ensure that investigations and resolutions are in accordance with existing SLA and KPI targets in an effective and professional manner.
• Develop and maintain high-quality documentation, such as FAQs, helpsheets, and user notes.
• Reporting defects, ensuring they are accurately described and properly researched before passing them to development/product management.
• Contributing to continual process improvement in customer support and other areas of the business as appropriate.
• Provide application and technical support for Dynamics 365 Customer Engagement (CRM) regarding Dynamics Power Platform, including Sales, Customer Service, and Marketing modules
• Supporting Tribal Dynamics accelerators and manage their upgrades.

What we are looking for

• customer focused: you’ll understand how to help customers who may themselves be under pressure
• ability to analyse, draw conclusions and create solutions to customers’ moderately complex problems
• able to demonstrate an aptitude for technology and software solutions
• strong tech to non-tech translation skills
• resilience and ability to work under pressure; balancing individual workload and incoming calls simultaneously
• positivity and self-motivation with the drive to achieve results
• ability to use a team approach to solve problems when appropriate
• taking initiative in building and maintaining own knowledge and skills
• excellent attention to detail - logical and thorough in approach

What can Tribal offer me?

This is an unrivalled opportunity to join a team of driven, meticulous, and passionate professionals, who are challenging the status quo of products that are provided globally to institutions that specialize in education, training, and learning. Our software is world class, and we believe we give our teams the tools, environment, and training to be world class too.

Not only will have full access to learning resources to continue to up-skill whilst part of our team, but we offer competitive salaries, a flexible working environment, and a generous range of benefits.

Please apply by completing our short application form and attaching your most up-to-date CV.

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. To safeguard this we are signatories to Tech Talent Charter and work with Business in the Community to better enable us to be a responsible business.

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.