Advanced Support Analyst

£27,000 starting salary Central Leeds - Hybrid working 8am - 5pm 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 About us 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 a 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 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 What are we looking for ? Passionate about delivering outstanding customer service Confident managing key stakeholders at all levels and having challenging conversations Highly organised with great attention to detail and results orientated Inquisitive by nature, always wanting to understand more about the why and get to the root of a problem Outstanding communication skills - both written and verbal A great problem solver who is solution driven, with excellent investigative skills What we offer The chance to work alongside a team of hard-working, passionate people in a role where you'll see the impact of your work everyday. We also offer: A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc) Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life Access to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme) All of our roles champion flexible working and we are happy to discuss what this means to you Social committees that plan team, office and company wide events to bring people together and celebrate success Volunteer with a charity of your choice for a day each year Dog friendly offices Interview process Once your CV has been shortlisted by our Talent Team, Gary, Talent Acquisition Partner will be in touch to schedule a 20-30 minute introductory call. This will be a chance for you to ask any initial questions, learn more about us and the role as well as us learning more about your search and experience. Our 1st stage interview takes place with Josie (ASA, Team Lead) a member from the ASA team ( online - we use Google Meet for the majority of our video interviews. This will be 1 hour long , covering competency and scenario based questions for us to understand your experience further but also a chance for you to learn more about what you might be doing day to day There will also be plenty of time to ask any questions. Our 2nd and final stage interview will take place and will focus around our values and mission as all Arbor employees are very much aligned to our impact led mission We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at careersarbor-education.com . Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. Arbor Education is an equal opportunities organisation Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds. Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200 Simply email: careersarbor-education.com Please note: We are unable to provide visa sponsorship at this time.