2nd Line Support Analyst

About the role

Our customer team is dedicated to giving the best possible service to our schools and Multi-Academy Trusts. 

We are looking for a 2nd Line Support Analyst to support with escalated queries and solve complex system issues. This is a broad and exciting role, in a passionate and customer focused team, so we’re looking for someone up for a challenge!

Core responsibilities

• Providing 1st class support to customers and colleagues facing more complex service requests regarding Arbor
• Troubleshooting complex issues either via phone, remote tools or desktop support
• Investigating and producing detailed bug reports and product feedback requests to internal Product and Engineering Teams
• Supporting with incident analysis and problem management 
• Adhering to Service Level Agreements to ensure customers receive support in a timely manner
• Keeping up to date with new product releases as well as any known issues within the Product
• Supporting with the implementation of additional modules post-graduation
• Supporting with more complex seasonal webinars and online materials
• Assisting customers with API connection queries

About you

• Experience working within a 2nd line role in a SAAS company highly desirable
• Good understanding of the education landscape desirable
• 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
• 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:

• We believe in supporting you to grow professionally and giving you the freedom to choose how. If you tell us where you want to go, we have a dedicated training budget to help you get there!
• One of our core values is to make an impact, so we give everyone 1 day off each year to volunteer with a charity of your choice.
• We promote positive well being and as part of this you’ll have access to a choice of comprehensive 24/7 well being support services as well as internal Wellbeing Champions.
• We support autonomy and flexibility, and depending on your role can offer flexible working.
• We offer enhanced maternity pay to support new mothers during this exciting period of your life.
• Spending quality time together is really important, so to encourage this, our social committees organise regular team nights out (we’ve had pizza making and curry clubs!)
• We offer 30 days holiday (plus Bank Holidays), part of which is made up of half day Fridays during the school summer holidays, a day off during Easter and a day off over Christmas.
• Our office is based in the heart of Leeds. It’s lively and vibrant, and you’ll have breakfast supplied every day along with other healthy snacks you can choose from. 
• We welcome dogs in our office!

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.