At Arbor, we’re on a mission to transform the way schools work for the better.
Our products are transforming the way schools use data to bring about positive change by empowering schools and teachers. Arbor reduces the amount of time spent on administrative tasks, and increases their time where it matters, with the students!
Arbor’s users are the lifeblood of the business and providing them with 1st class technical support is paramount to the success of that relationship. As team leader you will be responsible for the management, coaching and development of a team of four second line support analysts and managing Arbor’s problem and incident management process, as well as reviewing and improving our overall second line support processes.
In your role as 2nd Line Support Support Team Leader you will also work closely with Arbor’s CSA Team Lead to ensure we provide our customers with consistent and excellent support at all levels.
A day in the life of a 2nd Line Support Analyst Team Leader at Arbor
In 1 month, you’ll be onboarding, getting to know your team and developing a sound understanding of Arbor’s MIS, by working closely with Support, Projects, Product, and Engineering teams
Within 3 months, you’ll be leading your team and proactively looking at ways to improve our incident response times and fixes, to meet internal SLAs and ensure critical issues are escalated and prioritised. You will also be producing some daily, weekly and monthly reporting and MI for Head of Support
Within 6 months, you’ll be seeing a reduction in problem tickets and overall improvement in customer experience. You will be developing and improving our technical support processes including our incident and problem management systems.
It would be great if you have:
What we offer
Aside from 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.
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.
We want to make sure we build the best products for our schools, and we passionately believe that starts with building a workforce as diverse as the communities we serve. We’re actively working on this, and we’re always open to feedback. Let us know your thoughts!
If you need any adjustments to be made to support you through the recruitment process, let us know at email@example.com
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: firstname.lastname@example.org
Experience working in either a project, customer support, admin or software environment. Ability to work as a team player and willingness to get stuck in. Effective communication with customers, ability to understand their needs, and communicating instructions clearly. Strong organisation and attention to detail. Ability to work and interpret high volumes of data to analyse, present information and make decisions. Understanding of the national educational landscape is desirable. Capable of working effectively within an entrepreneurial, fast-paced, and results-oriented culture, flexibility to react and adapt to changing scenarios. Ability to find solutions that will deliver outcomes. Proficient in Microsoft and Mac OS Platforms, able to use Excel/ Google Sheets to a high level of expertise. Willingness to travel to client sites.
About you: Comfortable with the pace and pressure of a sales environment. Proven good eye for detail, particularly numbers and large data sets. Desirable: Experience using off-the-shelf and bespoke software- ERP/CRM/SQL based systems. Knowledge of Pipedrive, Chargebee or Gainsight a benefit. University Degree: not essential, work experience would be preferable for this entry role, so either an analytical degree or 18mths Work Experience. Desire to gain experience in a business that continues to grow rapidly. Can demonstrate having worked independently.
About you: You have 3+ years of experience as a UX designer with at least 1 year working on a SaaS product (Ideally an enterprise B2B software). You can rapidly prototype using HTML/CSS. You’re familiar with industry standard design tools, such as Sketch, Invision, Photoshop, or Illustrator. You understand cross-browser compatibility issues and solutions. You have experience in User Research and Usability Testing, including creating Wireframes, Storyboards, User flows and process flows. Experience of creating and owning a complete Design System.