Arbor Education

1st Line Technical Support Advisor

Join Arbor Education as they are looking for a 1st Line Technical Support Advisor

  • Leeds City Centre or Lincoln based - Hybrid working
  • £22,000 per annum
  • Monday - Friday 8am - 5pm (no evenings, weekends or bank holidays!)

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. 

At Arbor, 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. Over 3,000 schools and trusts use our products to work more collaboratively, free staff from busywork, and drive their schools forward. 

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 team are dedicated experts who strive to help our schools and customers use Arbor as effectively as possible!  

We are looking for an inquisitive problem solver who can actively listen to customers and find solutions and think outside the box!! The remit and focus of the role is to effectively deal with incoming calls, emails and wechat in a polite and timely manner. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a customer service superstar who cares about education, this is the role for you. 

This role is a fantastic gateway to a multitude of progression routes including 2nd line, product management, project management and software engineering!  

Core responsibilities

  • Providing excellent first line support to resolve customer queries via incoming calls and emails. 

  • Ensuring queries/complaints are resolved for clients within service level agreements (SLAs).

  • Resolving or refering queries to Customer Success Managers, Account Managers and 2nd line CSAs as necessary. 

  • Working closely with all relevant departments, ensuring all necessary relationships are maintained.

  • Maintaining and keeping Zendesk and CRM up to date. 

  • Working within company SLAs and adhering to ticketing best practice.

  • Consistently representing and working in line with company values.

  • Contributing to our Help Centre and support resources

  • Identifying and proactively sharing key themes arising from calls and emails.

  • Capturing customer feedback on feature requests. 

About you 

We’re looking for someone with outstanding communication skills and a proactive attitude towards helping customers. Beyond that, we’d love to see:

  • Understanding of the national educational landscape is desirable.

  • Proficient in spoken and written English

  • A proactive approach to answering calls and emails.

  • Strong ability to use CRM & MIS systems. 

  • Strong problem-solver who isn’t afraid to work across teams to find solutions.

  • Ability to work effectively within a fast-paced, and results-oriented culture.

  • Able to quickly learn our products and understand how they fit within our customers’ businesses and how they add value. 

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: careers@arbor-education.com  

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