Salary
💰 £27,000 per year
Job Level
Mid-LevelSenior
About the role
- Part of a small, named team supporting Advanced Support customers via calls and emails and delivering Arbor's Advanced Support package
- Meet target response and resolution times for Advanced Support SLAs
- Visit schools to deliver in-person Advanced Support “surgery” days (each school allocated one day a year)
- Deliver 1-1 half-termly troubleshooting webinars and help build out 10 custom reports per year
- Become an expert in supporting secondary schools on Arbor
- Support 1st and 2nd line teams when required
- Keep Gainsight up to date with kick off calls and success plan milestones
- Provide support for complex service requests regarding Arbor
- Achieve 95% satisfaction on all Advanced Support tickets and meet productivity and contact resolution objectives
- Proactively manage case workload and take ownership of tickets, liaising with schools and internal departments
- Troubleshoot complex issues via phone, remote tools or desktop support
- Adhere to Service Level Agreements and keep up to date with product releases and known issues
- Support seasonal webinars and online materials and help grow the knowledge base
- Support the growth of the Advanced Support service and suggest improvements
Requirements
- Passionate about delivering outstanding customer service
- Confident managing key stakeholders at all levels and having challenging conversations
- 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
- A great problem solver who is solution driven, with excellent investigative skills
- Please note: We are unable to provide visa sponsorship at this time