Customer Service Analyst - 2nd Line 12 month FTC
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 3
UK
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.
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
What We're Looking For
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
Why You’ll Love Working Here
Impact: Your work will influence millions globally.
Growth: Continuous learning and career development opportunities.
Belonging: A culture that celebrates diversity and empowers every individual.
Ready to Apply?
Click Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.
What to expect from our hiring process
Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:
Application review — we assess your experience and potential
Initial call — a short conversation to learn about you and share more about the role
Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review
Final interview — meet the team and explore how you'll make an IMPACT at IRIS
We'll always walk you through the specific stages at the start of the process so you can prepare with confidence.
If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.
