Customer Service Analyst - 2nd Line FTC
Listed on 2026-10-02
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IT/Tech
IT Support, Technical Support, HelpDesk/Support
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.
Level 3UK
Competitive + Bonus
12 month FTC
We’re looking for a customer-focused and technically minded individual to join our Customer Support team as a 2nd Line Customer Support Analyst
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This is a fantastic opportunity for someone who enjoys problem-solving, investigating complex issues, and working closely with both customers and internal teams to deliver excellent outcomes. As part of our 2nd Line team, you’ll take ownership of escalated queries, conduct detailed technical investigations, and help drive issues through to resolution while continually developing your product and technical expertise.
What You’ll Be Doing- Resolving complex customer queries and support cases across our software portfolio
- Investigating technical issues and aiming for first-contact resolution wherever possible
- Supporting and resolving escalations from the 1st Line Support team
- Creating and managing CRM tickets, ensuring investigations are well documented
- Escalating highly complex issues to 3rd Line teams when required
- Collaborating with internal departments, stakeholders, and third parties to achieve full fault resolution
- Supporting User Acceptance Testing (UAT)
- Contributing to and maintaining knowledge base content
- Meeting service targets, SLAs, quality standards, and customer satisfaction measures
- Continuously developing your product, technical, and troubleshooting knowledge
- Previous experience in a 1st Line IT or Software Support role
- Strong customer service and communication skills
- Experience supporting software applications in a customer-facing environment
- Ability to investigate and troubleshoot complex issues methodically
- Experience writing and executing SQL queries/scripts
- Familiarity with Microsoft Office applications
- Impact: Your work will influence millions globally.
- Growth: Continuous learning and career development opportunities.
- Belonging: A culture that celebrates diversity and empowers every individual.
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