Customer Services Analyst – 2nd Line (IRIS Financials)

Job title:

Customer Services Analyst – 2nd Line (IRIS Financials)

Company

IRIS Software

Job description

Are you ready to take the next step in your career? We’re offering an exciting opportunity for someone who values customers, enjoys problem-solving, and has a knack for technical expertise to join our Customer Support Team.In this role, you’ll be at the heart of resolving complex customer queries, collaborating across departments, and ensuring every issue is handled with care and precision. It’s a chance to make a real difference while growing your skills in a supportive, team-focused environment.What Will You Be Doing?As a Customer Support Analyst (Level 3), you’ll:

• Provide expert support by resolving intricate customer queries.
• Investigate and resolve technical issues with a problem-solving mindset.
• Escalate complex cases to 3rd line support when needed.
• Collaborate with internal departments and external parties to deliver complete resolutions.
• Ensure customer satisfaction by prioritising workloads and meeting service-level agreements (SLAs).
• Share your knowledge to help colleagues and contribute to the team’s success.
• Actively contribute to our knowledge base and support continuous improvement.
• Strive for personal and professional growth by building in-depth product knowledge.

What Are We Looking For?We’d love to hear from you if you bring:

• AAT Level 3 certification or are currently pursuing this qualification.
• Proficiency in customer interaction and familiarity with Microsoft Office Suite.
• Experience in 1st or 2nd Line IT/software support (desirable).
• The ability to write and run SQL scripts (desirable).
• A customer-focused mindset with strong problem-solving and communication skills.
• A proactive, team-oriented approach with a drive for continuous improvement.

Why Apply?

• Make an Impact: Help shape the customer experience and resolve challenges in a rewarding role.
• Grow Your Career: Develop new technical skills and advance within IRIS.
• Collaborate and Thrive: Be part of a dynamic, supportive team that values your contributions.

This is your opportunity to step up, showcase your skills, and grow with IRIS.Ready to join us? Apply today and let’s achieve great things together!INDLOWAs one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.It’s vital these mission-critical functions work first time, every time.That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.IRIS is a company built on hiring the best people; our people are our greatest assets.They enable us to be the innovative, market-leading, and high-performing company that we are today.We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.This is why we work to create an environment where employees feel like they are part of a team.Email:Phone:

Expected salary

Location

United Kingdom

Job date

Fri, 24 Jan 2025 04:54:19 GMT

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