Job Introduction
Why 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 software is.
Our mission is to provide fairer, faster and better recruitment for all.
We’re excited to shout about our latest accolade in 2024 for ‘Best Enterprise ATS’. Additionally, we have worked diligently to earn our ISO27001, ISO9001 and ISO14001 accreditations.
What we can offer
- This is a Fixed Term Contract for 12 months of maternity cover.
- Hybrid working.
- We will set you up with what you need to work from home and the office.
- Matched pension contributions up to 7.5%.
- 28 days’ holiday plus Bank Holidays on top.
- Westfield cash plan.
- Life and Income Protection.
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.
Job Introduction
The Support Team are the first port of call for our customers when they experience a challenge with our recruitment software. Queries range 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 work hard to build trusted relationships so that our customers want to stay with us and use our products as efficiently as possible.
What you'll be doing
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, each day will be different.
- Responding to and owning the end-to-end process of responding to customer queries.
- Following team processes and ensuring service level agreements are met.
- Providing system advice and guidance, including standard and non-standard questions.
- Troubleshooting and investigating bugs, alerts, and, other issues raised by our customers’.
- Manage small change requests and resolve configuration issues.
- Support the Account Management team with customer queries and system updates.
- Support the team in generating daily, weekly, and monthly KPI reports.
- 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.
Who we are looking for
We are looking for someone with excellent interpersonal skills, and an ability to build trust and maintain positive long-term customer relationships. You should enjoy learning about software and be keen to understand how our customers use our products and features.
Attention to detail, multi-tasking, and problem-solving are key skill requirements for this role. 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.