Advanced Support Analyst

Customer Service Superstar

Salary: £27,000 starting salary

Location: Central Leeds - Hybrid working

8:30am - 5:00pm Monday - Friday working hours (no weekends or bank holidays!)

Fantastic development opportunities

Rapidly growing tech company

An opportunity to make a real difference in the world of education!

At Arbor, we're on a mission to transform the way schools work for the better.

You've probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn't have to be this way.

We passionately believe that there's a better way to work. And it starts by giving everyone the right tools and technology for the job.

We're building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector.

Ultimately, we're here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.

About the role: We are looking for a customer service superstar who is passionate about giving the very best service and helping our Advanced Support customers. You'll be part of a small, named team supporting schools via calls and emails and delivering the additional services that form Arbor's Advanced Support package. You may also help out with the wider 2nd Line Support Team where needed!

Our customer team are enthusiastic, friendly and dedicated experts, all working together to provide the best possible service to our schools!

A day in the life of an ASA at Arbor: Be part of a small pool of named contacts for Advanced Support accounts delivering a premium service to these customers

Meet the target percentage response and resolution time for all Advanced Support SLAs

Visit schools to deliver Advanced Support in-person "surgery" days - each school is allocated one day a year

Deliver 1-1 half-termly troubleshooting webinars for your schools and help build out the 10 custom reports on offer each year

Become an expert in supporting secondaries on Arbor

Support 1st and 2nd line teams when required

Responsibilities: Ensure Advanced Support customers are using the services included as part and parcel of the Advanced Support package

Keep Gainsight up to date with details of kick off calls, and success plan milestones

Provide support to customers and colleagues facing more complex service requests regarding Arbor

Achieve 95% satisfaction on all Advanced Support tickets and help create a bank of secondary references for this service

Achieve productivity and contact resolution objectives to ensure schools are receiving a timely, first class service

Proactively manage your own case workload and take full ownership of tickets, ensuring proactive action is taken with both the schools and internal departments

Troubleshoot complex issues either via phone, remote tools or desktop support

Adhere to Service Level Agreements to ensure customers receive support in a timely manner

Keep up to date with new product releases as well as any known issues within the Product

Support with more complex seasonal webinars and online materials where needed

Help with growing our knowledge base so more customers can self-serve

Support the business with the growth of the Advanced Support service, highlighting challenges and showcasing new ideas