2nd Line Customer Support Analyst

Location: Leeds, Hybrid

Starting Salary: £34,000 per year

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.

Our MIS and school management tools are already making a difference in over 12,500 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.

At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.

About the role

We are looking for an enthusiastic and customer focused 2nd Line Customer Support Analyst to join our 2nd Line team and help us provide an excellent level of customer service and technical support to our users.

The remit and focus of the role is to support our users with second line queries which have been escalated from first line support owing to complexity or depth of request. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a personable and a communicative problem-solver, then this is the role for you.

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
• Use GitHub to trace page URLs back through release notes and the issue tracker, helping identify known bugs and how the system behaves
• Use tools like Datadog to run back-end audits for customers and monitor system performance, helping identify and resolve issues quickly
• Use your in-depth understanding of our customers to suggest product improvements

About you

We’re looking for an enthusiastic and keen problem solver, but, beyond that, we’d love to see:

• Experience working within a 2nd Line or Application Support role
• A good understanding of the education landscape would be 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
• Comfortable using AI tools as part of your day-to-day toolkit
• 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
• 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

1. Phone screen
2. 1st stage
3. 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 [email protected].

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: [email protected]
Please note: We are unable to provide visa sponsorship at this time.