2nd Line Support Analyst Team Leader

2nd Line Support Analyst Team Leader

At Arbor, were 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!

Role Overview

Arbors 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 Arbors 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 Arbors 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

• Line managing and coaching your team, delivering monthly 1-1s, half-yearly performance reviews, and individual development plans to ensure the success of the team
• Managing second line and Advanced Support ticket queues via Zendesk
• Monitoring any outstanding incidents and working with Product and Engineering teams, including escalation of issues where necessary to ensure a timely resolution for customers
• Owning the delivery of Arbors Advanced Support service
• Being the technical interface between the Product and Engineering Teams, and the Customer Team
• Identifying opportunities for service improvement
• Working with Engineering and Project Teams to plan migrations of new schools
• Supporting with Major Incident management

Role Progression

In 1 month, youll be onboarding, getting to know your team and developing a sound understanding of Arbors MIS, by working closely with Support, Projects, Product, and Engineering teams

Within 3 months, youll 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, youll 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.

About you

• You have commercial experience as a team lead in software support (Ideally in a SaaS environment)
• Youre never more comfortable than when youre in a Sql database!
• You have experience using ticket management software such as Zendesk and / or JIRA
• Youve got past experience setting clear goals / objectives for individuals in teams youve managed
• You have a keen eye for interpreting data in order to understand Arbors school user needs and develop insights

It would be great if you have :

An ITIL qualification

What we offer

Aside from the chance to work alongside a team of hard-working, passionate people in a role where youll see the impact of your work everyday.

• We believe in supporting your professional growth and provide team managers with a training budget to spend on courses for you and your team
• We promote positive well being and as part of this youll have access to our Employee Assistance Program as well as being able to speak to trained mental health first aiders
• Frequent internal lunch and learns, opportunities to learn from colleagues, and dedicated time off to attend conferences or training
• We are all currently WFH due to covid and will continue to provide flexible work arrangements post covid
• We offer additional discretionary holidays, including half day Fridays during the school summer holidays

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.

Were actively working on this, and were 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 protected]

[email protected]

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. Youre 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.