Customer Service Analyst - 2nd Line

Customer Services Analyst - 2nd Line

• This role can be hybrid and based in any UK IRIS Office (Heathrow Approach, Peterborough, Manchester or Leeds)*

The 2nd Line Customer Support Analyst sits within our dedicated customer support team at IRIS. The team works directly with our customers and represents IRIS by building key relationships, maintaining customer satisfaction and ensuring their loyalty by giving the best experience possible.

As a Customer Support Analyst, you will be responsible for supporting customers throughout their journey with IRIS Financials applications, therefore will possess excellent customer service skills and be passionate about customer experience.

The role always requires an outstanding level of support and a high standard of professionalism, as our customers are the backbone of the IRIS brand, and we wouldn’t be where we are without them!

In this role, you'll play a crucial part in assisting our customers with intricate queries by conducting thorough investigations. You will handle escalated issues from our 1st line team and customers, and you may collaborate with other internal departments and external parties until the issues are completely resolved.

Main responsibilities

• Answer incoming cases from customers requiring support on our products if needed
• Investigate and resolve queries by using FAQ’s, knowledge base and own investigative skills
• Meet call/case quality standards as set out in departmental guidelines
• Achieve and exceed team and personal Net Promoter Score targets
• Achieving personal and departmental performance targets set out for 2nd Line Customer Support Analysts
• Complete all mandatory training (current data protection modules)
• Promote the IRIS brand in a friendly and professional manner
• Escalate more complex queries to the 3rd Line Support team where appropriate
• Actively contribute to knowledge base content
• Build and demonstrate product knowledge to expected level
• Create support ticket in our CRM system recording all relevant information to aid investigation/resolution if needed
• Provide User Acceptance Testing for new product releases where required
• Resolve customer escalations effectively where possible
• Ability and desire to progress through competency framework

Experience & Qualifications

• AAT Level 3 certification or currently pursuing AAT Level 3 studies (Essential)
• GCSE or equivalent in Maths and English at Grade C or above
• Proficiency in customer interaction
• Familiarity with Microsoft Office Suite.
• Prior experience in a 1st or 2nd Line IT/software support role (desirable)
• Capability in writing and running SQL scripts (desirable)
• SQL Qualification (desirable)
• Level 3 IT-related qualification (desirable).

About IRIS

As 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.

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.

Salary: GBP 30000 - 42000 per year

Experience: 3 years required