Customer Service Analyst

IRIS Software Group; Manchester; On-site; GBP 28,000 - 36,000; Full time

Job summary

IRIS Software Group is hiring a 2nd Line Customer Service Analyst to enhance their customer support team in Manchester. This role involves solving technical queries, prioritizing workload, collaborating with teams, and promoting a culture of knowledge sharing. If you’re passionate about service and eager to grow, this is your opportunity to make a difference and build a rewarding career.

Qualifications

• Solid experience in customer support or technical service (2nd line ideally).
• Bonus points for IT or SQL qualifications.
• Self-driven with a desire to grow and make an impact.

Responsibilities

• Handle incoming support cases and escalations from customers.
• Investigate and resolve complex technical queries.
• Support UAT testing and contribute to knowledge base.

Skills

Customer support experience

Problem-solving

Clear communication

Attention to detail

Comfortable using CRM/ticketing systems

Education

AAT Level 2 or 3

IT or SQL qualification

Job description

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!

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