[Hiring] 2nd Line Customer Support Analyst @IRIS

Role Description

As a 2nd Line Customer Support Analyst, you'll support customers throughout their journey with IRIS Financials applications. You'll handle more complex issues escalated from our 1st Line team, working closely with internal specialists and customers to drive issues through to resolution.

• Investigating and resolving customer queries.
• Managing escalated support cases.
• Creating and maintaining detailed support records.
• Collaborating with Product, Development, Consulting and Account Management teams.
• Supporting testing activities for new product releases.
• Contributing to knowledge articles and support documentation.
• Delivering high-quality customer service and achieving team performance objectives.

Qualifications

• AAT Qualified or Part Qualified is an essential criteria for this role.
• SQL knowledge.
• Passionate about customer service.
• Strong communicators with excellent written and verbal skills.
• Analytical thinkers with a natural problem-solving mindset.
• Organised and resilient under pressure.
• Comfortable working collaboratively across multiple teams.
• Eager to learn and develop their technical knowledge.

Benefits

• Your work will influence millions globally.
• Continuous learning and career development opportunities.
• A culture that celebrates diversity and empowers every individual.

Company Description

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.