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Fairy Job Mother ️ - A little bit of faith, dust, and a recruiter you trust
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
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!
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Software Development
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