Customer Service Analyst

Job Description

We’re hiring! | 2nd Line Customer Service Analyst 👩‍💻👨‍💻 | Join Team IRIS 🚀

Ready to level up your customer service career? 💥 We’re on the lookout for a 2nd Line Customer Service Analyst to join our dynamic team at IRIS! If you're naturally curious, love solving complex problems, and thrive in a collaborative environment - this could be your next big move. 🙌

What you’ll be doing :

• Handle incoming support cases and escalations from customers & our 1st line team
• Investigate and resolve complex technical queries—first time where possible!
• Log and assign tickets with clear info to help drive fast, effective resolutions
• Collaborate with 3rd line support, internal teams, and external partners
• Support UAT testing and contribute to our internal knowledge base
• Prioritize your workload, meet SLAs, and deliver on team KPIs (like NPS & quality)
• Share your knowledge and support your teammates - success is a team sport!

What we’re looking for :

Solid experience in customer su...