Advanced Support Analyst

About the role

This role is responsible for delivering our Advanced Support service to schools. You’ll be part of a small, named team supporting schools via calls and emails and delivering the additional services that form Arbor’s Advanced Support package. You may also help out with the wider 2nd Line Support Team where needed.

• You will be part of a small pool of named contacts for Advanced Support accounts delivering a premium service to these customers
• You will work towards meeting the target percentage response and resolution time for all Advanced Support SLAs, see table below
• Visiting schools to deliver Advanced Support in-person “surgery” days - each school is allocated one day a year
• Delivering 1-1 half-termly troubleshooting webinars for your schools and help build out the 10 custom reports on offer each year
• Becoming an expert in supporting secondaries on Arbor
• Testing bug fixes and new releases where required
• Supporting 1st and 2nd line teams when required

Core responsibilities

• Ensuring Advanced Support customers are using the services included as part of the Advanced Support package
• Keeping Gainsight up to date with details of kick off calls, and success plan milestones
• Providing support to customers and colleagues facing more complex service requests regarding Arbor
• Achieving 97% satisfaction on all Advanced Support tickets and help create a bank of secondary references for this service
• Troubleshooting complex issues either via phone, remote tools or desktop support
• Investigating and produce 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 more complex seasonal webinars and online materials where needed
• Helping with growing our knowledge base so more customers can self-serve
• Assisting customers with API connection queries

About you

• Experience of education sector and using an MIS essential (attendance officer, timetabler, exams officer)

• Minimum 6 months experience using Arbor MIS preferred

• Confident supporting secondary schools with all areas of Arbor

• Passionate about delivering outstanding customer service

• Confident managing key stakeholders at all levels

• Highly organised with great attention to detail and results orientated

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

• Outstanding communication skills - both written and verbal