Customer Services Analyst - 2nd Line - IRIS Financials
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Hybrid, UK (and based in any UK IRIS Office (Heathrow Approach, Peterborough, Manchester or Leeds)
Salary: Competitive
Customer Services Analyst - 2nd Line, Level 3
**This role can be hybrid and based in any UK IRIS Office (Heathrow Approach, Peterborough, Manchester or Leeds)**
The 2nd Line Customer Support Analyst sits within our dedicated customer support team at IRIS. The team works directly with our customers and represents IRIS by building key relationships, maintaining customer satisfaction and ensuring their loyalty by giving the best experience possible.
As a Customer Support Analyst, you will be responsible for supporting customers throughout their journey with IRIS Financials applications, therefore will possess excellent customer service skills and be passionate about customer experience.
The role always requires an outstanding level of support and a high standard of professionalism, as our customers are the backbone of the IRIS brand, and we wouldnt be where we are without them!
In this role, you'll play a crucial part in assisting our customers with intricate queries by conducting thorough investigations. You will handle escalated issues from our 1st line team and customers, and you may collaborate with other internal departments and external parties until the issues are completely resolved.
Main responsibilities
Answer incoming cases from customers requiring support on our products if needed
Investigate and resolve queries by using FAQs, knowledge base and own investigative skills
Meet call/case quality standards as set out in departmental guidelines
Achieve and exceed team and personal Net Promoter Score targets
Achieving personal and departmental performance targets set out for 2nd Line Customer Support Analysts
Complete all mandatory training (current data protection modules)
Promote the IRIS brand in a friendly and professional manner
Escalate more complex queries to the 3rd Line Support team where appropriate
Actively contribute to knowledge base content
Build and demonstrate product knowledge to expected level
Create support ticket in our CRM system recording all relevant information to aid investigation/resolution if needed
Provide User Acceptance Testing for new product releases where required
Resolve customer escalations effectively where possible
Ability and desire to progress through competency framework
Experience & Qualifications
AAT Level 3 certification or currently pursuing AAT Level 3 studies (Essential)
GCSE or equivalent in Maths and English at Grade C or above
Proficiency in customer interaction
Familiarity with Microsoft Office Suite.
Prior experience in a 1st or 2nd Line IT/software support role (desirable)
Capability in writing and running SQL scripts (desirable)
SQL Qualification (desirable)
Level 3 IT-related qualification (desirable).
AND/OR
Experience in a customer facing role, including telephone-based experience
Any software support experience would be advantageous
Familiarity with Microsoft Office
12 months or greater industry relevant experience (Education, HR, Payroll, Accounting)
Please apply for an opportunity to be considered for this role.
Please note:
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.
Closing date: 21 st October
Shortlist date 22 nd October
Interview date: TBC
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