Customer Support Analyst

IRIS Software Group; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading software company is seeking a Customer Support Analyst to provide exceptional support during evening shifts. You will be the key contact for customers, solving queries and ensuring smooth operations. This role offers a chance to grow and make a significant impact in a dynamic environment.

Benefits

Full training and ongoing development

Qualifications

• Experience in a service desk or customer support environment.
• Confidence using ticketing and incident logging systems.

Responsibilities

• Taking ownership of customer queries via helpdesk, phone, and email.
• Troubleshooting software issues and escalating when needed.
• Keeping documentation fresh and sharing insights with the team.

Skills

Customer Support

Problem Solving

Communication

Tools

Ticketing Systems

SaaS Tools

Job description

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Join to apply for the Customer Support Analyst role at IRIS Software Group

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Direct message the job poster from IRIS Software Group

Just a regular guy that hires top talent for one of UK’s largest privately held software companies.

Step into the spotlight and become the person our customers rely on when no one else is online.

At IRIS, we help schools around the world run smoothly with our award-winning iSAMS software. Now we’re looking for someone confident, capable, and calm under pressure to own the evening shift and support our customers across North America.

You’ll be the go-to expert from 4pm to midnight, Monday to Friday—solving problems, logging tickets, keeping things moving, and making a real impact behind the scenes.

This isn’t just another service desk job. It’s your chance to shine, take the lead, and become the trusted name customers turn to when the rest of the UK team clocks off.

If you’ve got support experience—and maybe even some leadership know-how—you could be exactly who we’re looking for.

What Will You Be Doing?

• Taking ownership of customer queries via our helpdesk, phone, and email
• Troubleshooting software issues and escalating when needed
• Logging updates, keeping everything tidy, and categorising tickets correctly
• Spotting patterns and raising flags when bugs or trends appear
• Keeping documentation fresh and sharing insights with the team
• Supporting new starters and helping customers get the best from iSAMS.
• Experience in a service desk or customer support environment
• Confidence using ticketing and incident logging systems
• Clear, calm communication—even when things get busy
• A cool head, problem-solving mindset, and love of ticking things off your list
• Independence—you’ll be working solo for some of your shift, and we’ll trust you to own it
• Bonus points if you’ve worked with SaaS tools, supported education software, or helped onboard others.

Make it your own – you’ll be the lead support contact during your shift

Grow quickly – gain exposure to a wide range of queries and customers

Stand out – your work will be highly visible across the team

Shape the future – bring ideas, improvements, and energy to how we support globally

Be supported – full training, handovers, and ongoing development included

What Can You Expect From Our Application Process?

We know applying for a new role can feel daunting—so we’ve kept our process simple, supportive, and designed to help you shine. Here’s what happens once you hit “apply”:

Submit your CV and a few details about yourself. No long forms—just what we need to get started and understand your background.

A friendly chat with our Talent team and two short assessments (CCAT + EPP).

• The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
• The EPP is untimed, giving you space to work through it comfortably.

You’ll meet some of the team you’d be working with and talk more about the day-to-day of the role. We want to get to know you, but just as importantly, we want you to get to know us. This stage gives you a real feel for the culture, the people, and what it’s like to be part of IRIS.

Ready to take the lead, grow your skills, and make a real difference after hours?

Apply now and be the support expert our international customers count on.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Information Technology, and Project Management

• Industries

  Software Development

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