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:

1. Application review — we assess your experience and potential

2. Initial call — a short conversation to learn about you and share more about the role

3. Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review

4. 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.