2nd Line Customer Support Analyst (IRIS Financials)

IRIS; United Kingdom; Remote; GBP 32,000 - 42,000; Full time

Job summary

IRIS Software Group is seeking a 2nd Line Customer Support Analyst to join the IRIS Financials support team in the UK. You will handle complex issues escalated from the 1st Line, working with specialists and customers to drive resolution and deliver an exceptional support experience.

You will investigate problems, maintain detailed records and contribute to knowledge articles, while collaborating with Product, Development, Consulting and Account Management teams to improve the product and

Qualifications

• AAT is essential ( qualifications )
• SQL knowledge required
• Strong customer service and communication skills

Responsibilities

• Investigating and resolving customer queries.
• Managing escalated support cases.
• Creating and maintaining detailed support records.
• Collaborating with Product, Development, Consulting and Account Management teams.
• Supporting testing activities for new product releases.
• Contributing to knowledge articles and support documentation.
• Delivering high-quality customer service and achieving team performance objectives.

Skills

SQL knowledge

Education

AAT Qualified or Part Qualified

Job description

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.

At IRIS, our customers are at the heart of everything we do. We're looking for a 2nd Line Customer Support Analyst to join our IRIS Financials support team, helping customers resolve technical and functional queries while delivering an exceptional support experience.

If you enjoy investigating problems, finding solutions and building great customer relationships, we'd love to hear from you.

What will you be doing?

As a 2nd Line Customer Support Analyst, you'll support customers throughout their journey with IRIS Financials applications. You'll handle more complex issues escalated from our 1st Line team, working closely with internal specialists and customers to drive issues through to resolution.

Key responsibilities include:

• Investigating and resolving customer queries.
• Managing escalated support cases.
• Creating and maintaining detailed support records.
• Collaborating with Product, Development, Consulting and Account Management teams.
• Supporting testing activities for new product releases.
• Contributing to knowledge articles and support documentation.
• Delivering high-quality customer service and achieving team performance objectives.

What are we looking for?

We're interested in candidates who are:

• AAT Qualified or Part Qualified is an essential criteria for this role
• SQL knowledge
• Passionate about customer service.
• Strong communicators with excellent written and verbal skills.
• Analytical thinkers with a natural problem-solving mindset.
• Organised and resilient under pressure.
• Comfortable working collaboratively across multiple teams.
• Eager to learn and develop their technical knowledge.

Why IRIS?

At IRIS, you'll join a business that invests in its people and values career development. You'll work alongside experienced colleagues, gain valuable product expertise and have opportunities to grow your career within one of the UK's leading software organisations.

Whether you're already working in software support or looking to build on your experience within finance and technology, this role offers an excellent opportunity to make a real impact.

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.

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.