Accountancy Software Support Advisor

About IRIS

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.

At IRIS Software Group
, we help thousands of accountants across the UK work smarter and more efficiently. From sole practitioners to large accountancy firms, our software supports important areas including accounts production, tax, compliance and practice management
.

Our Accountancy Customer Services team plays a vital role in that. They’re the people customers turn to when they need help understanding our software, resolving an issue or getting back to work quickly.

We’re looking for friendly, motivated people with a foundation in finance, tax or accountancy to join the team supporting our IRIS Accountancy software
.

Our customers rely on IRIS software every day to complete important work accurately and on time.

When they have a question or something isn’t working as expected,
you’ll be one of the first people they speak to
.

You’ll listen to the issue, investigate what’s happening, explain the solution clearly and help the customer get back on track. Your finance or accountancy knowledge will help you understand what they’re trying to achieve and communicate in a way that makes sense to them.

You’ll:

• Respond to customer queries via phone, email and other support channels
• Investigate and resolve software and process-related questions
• Explain solutions clearly and guide customers through the right steps
• Escalate more complex issues to specialist teams when needed
• Log and manage customer cases through to resolution
• Share useful knowledge and help improve support information
• Work towards service, quality and customer satisfaction targets
• Represent IRIS with professionalism, patience and empathy

You don’t need previous IRIS product knowledge – we’ll provide the training you need.

You’ll be based from our Heathrow Approach office in Slough for at least three days per week
, with flexibility to work from home on the remaining days.

This could be a great opportunity if you’re early in your career, already understand some of the basics of finance or accountancy, and want to build that knowledge within a software and customer support environment.

You’ll need one of the following:

• A degree in Finance, Accounting, Business or a related subject
• Experience working in a finance, tax or accountancy-related role
• Current study towards an accounting qualification such as AAT

We’re also looking for someone who is:

• A clear and confident communicator
• Helpful, patient and comfortable speaking with customers
• Organised and accurate
• Able to approach problems logically
• Comfortable using Microsoft Office and learning new systems
• Calm when dealing with customer queries or problems
• Curious and keen to develop their knowledge

Whether you’ve worked within a finance team, supported tax or accounts processes, or are building your knowledge through study, this is a great opportunity to combine your accounting understanding with software and customer support experience
.

• Structured onboarding and full product training
• Opportunities to build deeper knowledge across accountancy software and technology
• Career development opportunities across support, technical and implementation roles
• Hybrid working – at least 3 days per week in our Slough office
• A supportive team where questions and continuous learning are encouraged
• A wider company…