PHP 540,000 - 624,000 + Career Progression Scheme
Remote (PH)
Tribal’s vision is to empower the world of education, and we make it our mission to provide the software and services which underpin student success. With a focus on achieving an outstanding customer experience, the role of the Customer Support Consultant is to provide a professional application level support service to Customers globally. The role also provides technical and operational support using telephone, email and remote assistance.
*As Tribal is a global operation, our services operate 24/7 and there is a requirement for some teams to be available outside normal office hours.
The Role
The role of the Customer Support Consultant, Dynamics is to provide a professional application-level support service to Customers globally. The role also provides technical and operational support using telephone, email and remote assistance.
Key Responsibilities
You will need to be competent in carrying out all customer support activities as set out in the expectations for a Customer Support Consultant and look after complex and high- profile activities. In In addition, you will have experience providing application and technical support of Dynamics 365 Customer Engagement (CRM) and Dynamics Power Platform. This includes knowledge and experience of Sales, Customer service and marketing modules, with strong power automated skills and workflows.
Some key areas of expertise include:
- Management of customer incidents via MS Teams' meetings, e-mail, community site and user groups,
- Maintaining accurate records of customer contact and ensuring that investigation and resolutions are in accordance with existing SLA and KPI targets in an effective and professional manner.
- Provide application and technical support for Dynamics 365 Customer Engagement (CRM)
- and Dynamics Power Platform,
- Provide application and technical support for Tribal Dynamics accelerators
- Provide delivery of Tribal Dynamics accelerator upgrades
- Develop and maintain productive working relationships with internal and external stakeholders.
- Facilitate and manage customer meetings to support tickets and meet customer expectations
- Actively contribute to continuous service improvement, including making recommendations on internal processes and product design/usage
- Develop and Maintain high-quality documentation, e.g. FAQs, Helpsheets, User Notes
- For this role, is essential that you have experience in Dynamics CRM
We are looking for an individual, who understand what great customer services looks like and be really engaged about technology; that’s essential to be successful in this role. It is important that you have excellent verbal and written communication skills as liaising with customers is a core element of the role.
Candidates who will excel in this role will have strong analytical skills and the ability to explain technical problems effectively and constructively in a way that can be easily understood by others.
Other key role details:
- Remote (with occasional onsite when required, around once a month)
- Office: Eton Centris, Quezon City
- Early morning shift schedule in PH hours
- Monday to Friday, weekends off
Why Tribal?
This is an unrivalled opportunity to join us in such an exciting time and become part of a driven, meticulous, and passionate professional team who are challenging the status quo of products that are provided globally to institutions that specialise in education, training, and learning.
We offer full-time employment, a competitive salary, and a friendly working environment. We also offer work from home with only occasional travel to the office, HMO coverage and life and accident insurance on day one, dental and vision care, leave accrual on day one, paid volunteer day, company-provided work equipment, non-taxable allowance, work-from-any country (up to 8 weeks), employee assistance programme and confidential counselling and wellbeing service, and fun people engagement activities.
Please apply by completing our short application form and your CV.
If you are successful in your application to this role and Tribal make you an offer of employment, a security/criminal record check will be required before we can employ you, in this case a NBI Clearance will be required. If following the NBI check the nature of a conviction is deemed unacceptable, this may lead to an offer of employment being withdrawn.
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 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.
