2nd Line Customer Success Analyst

2nd Line Customer Success 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

Our Customer Success team is vital to our business and its users. We pride ourselves on providing a great level of support and are looking for an enthusiastic 2nd Line Customer Success Analyst with a passion for helping users and excellent communication skills, to help our users with a myriad of issues.

This role will primarily focus on application support and handling second line queries, which have been escalated from first line support owing to complexity or depth of request. You will also work closely with the Support Team Lead to identify and report incidents and manage known problems.

Core responsibilities

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

• Troubleshoot complex issues via email, phone, remote tools or desktop support as necessary

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

• Support with incident analysis and problem management

• 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 the implementation of additional modules post-graduation

• Support with more complex seasonal webinars and online materials

• Assist customers with API connection queries

• Complete data set translations and other 2nd line tasks within the data migration process as schools move to Arbor

About you
We’re looking for someone that is keen to learn and possesses great communication skills. Beyond that, we’d love to see:

• Experience of working within a 2nd line role in a SAAS or EdTech company

• Good understanding of the education landscape would be highly advantageous

• Inquisitive by nature, always wanting to understand more about the why and get to the root of a problem

• Working knowledge of ITIL framework and problem and incident management

• Working knowledge of SQL and good understanding of database concepts

• Exceptional customer service 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

• 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

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.