Advanced Support Analyst - Remote

Overview

The Advanced Support Analyst will provide exceptional customer service to schools, ensuring they receive the best support through calls and emails, while also delivering additional services as part of Arbor’s Advanced Support package.

In Short

• Be part of a small pool of named contacts for Advanced Support accounts.
• Meet target response and resolution times for Advanced Support SLAs.
• Visit schools for in-person support “surgery” days.
• Deliver 1-1 troubleshooting webinars for schools.
• Support 1st and 2nd line teams as needed.
• Ensure customers are utilizing the Advanced Support services.
• Achieve high satisfaction rates on support tickets.
• Troubleshoot complex issues via various support methods.
• Keep up to date with product releases and known issues.
• Contribute to the growth of the Advanced Support service.

Requirements

• Passion for customer service and support.
• Experience in a customer-facing role.
• Strong communication skills.
• Ability to troubleshoot technical issues.
• Familiarity with education technology is a plus.
• Ability to manage multiple cases effectively.
• Experience with Gainsight or similar tools is beneficial.
• Willingness to travel to schools for support.
• Strong organizational skills.
• Team player with a proactive approach.

Benefits

• Fantastic development opportunities.
• Work in a rapidly growing tech company.
• Opportunity to make a real difference in education.
• Hybrid working model.
• Supportive and friendly team environment.
• Regular training and upskilling.
• Work-life balance with no weekend or bank holiday work.
• Access to company resources and tools.
• Engagement in meaningful projects.
• Competitive salary and benefits package.