Advanced Support Analyst

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

As an Advanced Support Analyst you’ll be part of a close knit and collaborative team that are responsible for delivering our Advanced Support service to our schools. You’ll support schools via calls and emails and deliver the additional services that form Arbor’s Advanced Support package.

You’ll love investigation queries, finding solutions and going above and beyond for our premium customers!

Core responsibilities

• Delivering a premium service to these customers.

• Meeting the target percentage response and resolution time for all Advanced Support SLAs.

• Visit schools to deliver Advanced Support in-person “surgery” days.

• Deliver 1-1 half-termly troubleshooting webinars for your schools.

• Testing bug fixes and new releases where required.

• Supporting 1st and 2nd line teams when required.

• Ensuring Advanced Support customers are using and making the most of the services included as part of the Advanced Support package

• Keeping our internal systems up to date.

• Ensuring schools are receiving a timely, first class service.

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

• Investigating and produce detailed bug reports and product feedback requests to internal Product and Engineering Teams.

• Keeping up to date with new product releases as well as any known issues within the Product.

• Helping with growing our knowledge base so more customers can self-serve.

About you

• Experience of education sector and using an MIS essential

• Minimum 6 months experience using Arbor MIS preferred

• Confident supporting secondary schools with all areas of Arbor

• Passionate about delivering outstanding customer service

• Confident managing key stakeholders at all levels

• 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

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

• 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

• 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!

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: [email removed - click apply for more details]

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.

If you need any adjustments to be made to support you through the recruitment process, let us know at [email removed - click apply for more details].

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