Advanced Support Analyst

Salary: £32,000 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! 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 changes, and admin pressure on teachers and staff. This is where we come in to change the narrative. We firmly believe that it doesn’t have to be this way. By providing the right tools and technology, we help schools work smarter. Our platform and products are built by a dedicated and diverse team, including experienced specialists, ex-teachers, and Edtech engineers, all passionate about making a difference in the education sector. Our ultimate goal is to help reduce stress in schools and focus on what truly matters: improving the lives of teachers and the outcomes for students. About the Role We are seeking a customer service superstar who is passionate about delivering top-notch support to our Advanced Support customers. As part of a small team, you will support schools via calls and emails and deliver additional services as part of Arbor’s Advanced Support package. You may also assist the wider 2nd Line Support Team as needed! Our customer team is enthusiastic, friendly, and dedicated to providing excellent service to our schools!

A Day in the Life of an ASA at Arbor:

• Serve as one of the named contacts for Advanced Support accounts to deliver a premium service.
• Meet response and resolution targets for all Advanced Support SLAs.
• Conduct in-person “surgery” days at schools, offering dedicated support.
• Facilitate 1-1 troubleshooting webinars half-termly and assist in developing 10 custom reports annually.
• Become an expert in supporting secondary schools on the Arbor platform.
• Provide support to 1st and 2nd line teams as required.

Responsibilities

• Ensure Advanced Support customers are utilizing the full range of services included in their package.
• Maintain up-to-date records in Gainsight regarding kickoff calls and success milestones.
• Assist colleagues and customers with complex service requests regarding Arbor.

Achieve a 95% satisfaction rate on Advanced Support tickets while helping to build a bank of references for this service. Meet productivity and resolution objectives to ensure timely, quality service for schools. Manage your own case workload efficiently, taking full ownership of tickets. Troubleshoot complex issues via phone, remote tools, or desktop support. Adhere to Service Level Agreements for timely customer support. Stay informed about new product releases and known issues within the product. Contribute to complex seasonal webinars and online materials as needed. Help expand our knowledge base to facilitate customer self-service. Support the growth of the Advanced Support service by highlighting challenges and proposing new ideas. About You Passionate about providing exceptional customer service. Confident in managing key stakeholder relationships and handling challenging conversations. Highly organized with strong attention to detail and a results-oriented mindset. Inquisitive and eager to understand issues in-depth to reach the root cause. Excellent communication skills, both written and verbal. Strong problem-solving abilities, 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

• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
• Private Dental Insurance with Bupa
• Salary sacrifice Pension provided by Scottish Widows
• 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 and Bippit (financial wellbeing coaching)
• 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 Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc) Volunteer with a charity of your choice for a day each year Dog friendly offices! Interview process Phone screen 1st stage 2nd stage

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 careers@arbor-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: careers@arbor-education.com

Please note: We are unable to provide visa sponsorship at this time.