Overview
Customer Services Analyst – 2nd Line, Level 3
**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).
AND/OR
- Experience in a customer facing role, including telephone-based experience
- Any software support experience would be advantageous
- Familiarity with Microsoft Office
- 12 months or greater industry relevant experience (Education, HR, Payroll, Accounting)
Please apply for an opportunity to be considered for this role.
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
Location: Manchester
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
