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Customer Service Analyst

Customer Service Analyst

IRIS Software GroupManchester Area, United Kingdom, United Kingdom
12 days ago
Job type
  • Full-time
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 support or technical service (2nd line ideal!)
  • AAT Level 2 or 3 (bonus points if you’ve got an IT or SQL qualification too)
  • Clear communicator, calm under pressure, and passionate about great service
  • A problem-solver at heart with great attention to detail
  • Comfortable using CRM / ticketing systems and eager to learn new tools
  • Self-driven with a desire to grow, develop, and make a real impact

    • Why join IRIS?

    At IRIS, we don’t just offer jobs—we build careers. You’ll be part of a company that values innovation, teamwork, and personal growth. You’ll have the freedom to develop, contribute ideas, and be yourself—all while making a difference for thousands of customers. 🌈

    Ready to apply? Click Apply Now and take the next step in your journey with us.

    We can't wait to meet you!

    CustomerSupport #TechJobs #CareerGrowth #IRISCareers #NowHiring #JoinUs 💼✨

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    Customer Service • Manchester Area, United Kingdom, United Kingdom