leeds.tech / jobs

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.

To achieve this you will…

  • Meet the target percentage response and resolution time for all Advanced Support SLAs, see table below
  • Visit schools to deliver Advanced Support in-person “surgery” days – each school is allocated one day a year
  • Deliver 1-1 half-termly troubleshooting webinars for your schools and help build out the 10 custom reports on offer each year
  • Become an expert in supporting secondaries on Arbor
  • Test bug fixes and new releases where required

Core responsibilities

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

About you

  • Minimum 6 months experience using Arbor MIS
  • 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

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.

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


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.


If you need any adjustments to be made to support you through the recruitment process, let us know at careers@arbor-education.com.


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

Apply on company website

Old School Building, Calverley Street, Leeds LS1 3ED.


Job Vitals

Type: Full Time

Reference Number: 114096

In depth knowledge and understanding of using Arbor across all phases. Excellent communication skills and ability to manage multiple stakeholders at differing levels of seniority. Ability to critically analyse data to identify areas of opportunity and where efforts around customer success should be focused. Understanding of customer success as a discipline and what this means for Arbor. Proven ability to self-organise and work efficiently and effectively.

Type: Full Time
Categories: Analyst

1 Year + project coordination/ project management background, with a comprehensive understanding of best practice in coordinating or managing a project (SAAS experience preferred)  OR: 1 Year + experience as a team lead in a project office/ project management environment A leader who exemplifies the willingness to go the extra mile for our customers Experience setting clear goals/objectives for both individuals and teams Confident reporting achievements and challenges faced within the team to the wider business A proven track record in building relationships with key stakeholders, with outstanding communication and interpersonal skills, both written and verbal, and more.

Type: Full Time
Categories: Analyst

You have commercial experience in programme management, and bring a comprehensive understanding of best practice for managing projects/ programmes of work related to software deployments. You can demonstrated past experience leading and developing a team, by setting clear goals/objectives for both individuals and teams. Comfortable reporting on achievements and challenges faced within the team to the wider business. Eager to work in a  fast-paced, and results-oriented culture, demonstrating strong operating instincts, organisational skills and discipline. Data driven mindset always looking for story being told and developing actionable insights. You’re happy to travel to client sites (at least 30% of your time).

Type: Full Time
Categories: Analyst

Commercial experience as a QA engineer in an enterprise SaaS business, writing and executing test plans. Writing SQL queries to extract and validate data directly from database tables. You’re comfortable creating documentation, reporting on issues found, how they impact the customer and clear steps for reproduction. You have experience working with Product Managers to understand business requirements, and define acceptance criteria and test strategies around them. You are at home working in a fast paced agile environment.

Type: Full Time
Categories: Analyst

You have commercial experience as a project manager delivering software projects using project management frameworks such as Prince2. You can demonstrate past experience managing multiple projects concurrently in an agile environment, often with overlapping projects to tight timeframes. You’re comfortable working in a fast-paced, and results-oriented culture. You’re good at using data to solve problems. You’re willing to travel frequently to client sites (at least 30% of your time).

Type: Full Time
Categories: Analyst

3+ years experience training in an educational setting. Relevant background in the education sector. We are looking for people who are familiar with the terminology, processes within a school setting. Driving license required. Ability to understand and articulate technology to a range of individuals, including non-technical users. Excellent presentation and communication skills are essential. Have a positive approach to learning new things, troubleshoot potential issues and help provide solutions. Friendly, eager to get stuck in and always willing to help. Good sense of humour and able to inspire others. We are looking for someone who has initiative and isn’t afraid of a challenge! Desirable: having used an MIS system before.

Type: Full Time
Categories: Analyst