Customer Services Analyst - 2nd Line (iSAMS)

Step into the spotlight and become the person our customers rely on when no one else is online.

At IRIS we help schools around the world run smoothly with our awardwinning iSAMS software. Now were looking for someone confident capable and calm under pressure to own the evening shift and support our customers across North America.

Youll be the goto expert from 4pm to midnight Monday to Fridaysolving problems logging tickets keeping things moving and making a real impact behind the scenes.

This isnt just another service desk job. Its your chance to shine take the lead and become the trusted name customers turn to when the rest of the UK team clocks off.

If youve got support experienceand maybe even some leadership knowhowyou could be exactly who were looking for.

What Will YouBe Doing

• Taking ownership of customer queries via our helpdesk phone and email
• Troubleshooting software issues and escalating when needed
• Logging updates keeping everything tidy and categorising tickets correctly
• Spotting patterns and raising flags when bugs or trends appear
• Keeping documentation fresh and sharing insights with the team
• Supporting new starters and helping customers get the best from iSAMS.

Who Are WeLooking For

• Experience in a service desk or customer support environment
• Confidence using ticketing and incident logging systems
• Clear calm communicationeven when things get busy
• A cool head problemsolving mindset and love of ticking things off your list
• Independenceyoull be working solo for some of your shift and well trust you to own it
• Bonus points if youve worked with SaaS tools supported education software or helped onboard others.

Why Apply

Make it your own youll be the lead support contact during your shift
Grow quickly gain exposure to a wide range of queries and customers
Stand out your work will be highly visible across the team
Shape the future bring ideas improvements and energy to how we support globally
Be supported full training handovers and ongoing development included

What Can You Expect From Our Application Process

We know applying for a new role can feel dauntingso weve kept our process simple supportive and designed to help you shine. Heres what happens once you hit apply:

1 Apply online
Submit your CV and a few details about yourself. No long formsjust what we need to get started and understand your background.

2 Initial Interview (plus Online Assessments)
A friendly chat with our Talent team and two short assessments (CCAT EPP).

• The CCAT is a quick 15minute timed testbest completed somewhere quiet with a pen and paper.
• The EPP is untimed giving you space to work through it comfortably.

3Final interview
Youll meet some of the team youd be working with and talk more about the daytoday of the role. We want to get to know you but just as importantly we want you to get to know us. This stage gives you a real feel for the culture the people and what its like to be part of IRIS.

Ready to take the lead grow your skills and make a real difference after hours
Apply now and be the support expert our international customers count on.

INDLOW

As one of the UKs largest privately held software companies IRIS Software Group exists to simplify the lives of businesses schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance efficiency and accuracy empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their childs school 18% of UK employees are paid via an IRIS payroll solution 50000 SMEs use IRIS cloud bookkeeping and 21000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers businesses supporting them in a range of objectives from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

Its vital these missioncritical functions work first time every time.

Thats why IRIS helps businesses run the tough stuff stay compliant and get operational tasks done right first time every time so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative marketleading and highperforming company that we are today.

Were delighted to be certified as a Great Place to Work and one of the UKs Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS with the certifications considering employee wellbeing diversity and inclusion trust in management effective communication and recognition/reward.

IRIS is committed to engaging rewarding and empowering our employees and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.