2nd Line Customer Success Analyst

Location: Leeds
Salary: £30,000 - £35,000

About us At Arbor, were on a mission to transform the way schools work for the better.
We believe in a future of work in schools where being challenged doesnt 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 7,000 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 arent 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 Success 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. Its a broad and exciting role, so were looking for someone up for a challenge - if youre 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
Requirements

About you Were looking for an enthusiastic and keen problem solver, but, beyond that, wed 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
Exceptional customer service skills
Benefits

What we offer The chance to work alongside a team of hard-working, passionate people in a role where youll 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 .
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:

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

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