We have an opportunity for an individual who values a positive customer experience and possesses technical expertise to join our Customer Support team. 


In this role, you'll play a crucial part in assisting our customers with 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. 


As a Customer Support Analyst within this team, your responsibilities will be as follows: 

  • Answering customer queries about our products. 

  • Creating and assigning tickets in our CRM system to the appropriate teams, gathering information to support investigation and resolution. 

  • Taking a problem-solving approach to investigate and resolve complex technical queries, aiming for a first-contact resolution. 

  • Escalating highly complex queries to our 3rd line support team when needed. 

  • Consistently meeting individual and team targets, including Net Promoter Score and quality goals. 

  • Prioritizing your daily workload and ensuring you meet customer service level agreements (SLAs). 

  • Assisting and resolving issues escalated by the 1st line support team, and sharing your knowledge with others. 

  • Helping with user acceptance testing. 

  • Collaborating with internal departments, stakeholders, and third parties to ensure complete issue resolution. 

  • Actively contributing to our knowledge base with valuable information. 

  • Contributing positively to the team environment, supporting your colleagues, and working toward shared goals. 

  • Demonstrating our company's values and promoting the IRIS brand in a friendly and professional manner. 

  • Striving for personal and professional growth through our competency framework. 

  • Taking ownership of developing in-depth product knowledge and expertise. 

  • Completing all mandatory training, including current data protection modules.

Ideal experience and competencies

  • Prior experience in a 1st or 2nd Line IT role 

  • Proficiency in customer interaction 

  • Relevant background in software support 

  • Capability in writing and running SQL scripts 

  • Familiarity with Microsoft Office Suite. 

  • Working knowledge of SQL

Please note:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

Salary: Competitive + Bonus + Benefits
Location: UK Remote, Peterborough, Stockton-On-Tees, Manchester, Slough

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