Multilingual Customer Service Representative

Iris Software Group; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading software company is looking for a Customer Services Analyst to support schools using their iSAMS system. This remote position offers a rotating shift pattern and involves resolving customer queries through various channels. Ideal candidates will have a background in service desk roles with strong communication skills and attention to detail. You'll receive comprehensive training and have opportunities for career growth within the education team.

Benefits

Full training and support

Career growth opportunities

Flexible, remote working

Supportive team environment

Qualifications

• Experience working in a Service Desk or Helpdesk role.
• Confidence using an incident/ticket logging system.
• Strong attention to detail and good time management.

Responsibilities

• Answer customer questions via our helpdesk, phone, or email.
• Help users with 'how-to' queries and guide them step-by-step.
• Log and manage incidents through our system.

Skills

Excellent communication

Attention to detail

Organizational skills

Positive attitude

Tools

Incident/ticket logging system

Job description

Job Summary

At IRIS Software Group, we create software that helps schools work smarter. Our iSAMS system is used by schools around the world to manage everything from timetables and attendance to parent communication and reporting. Our Customer Services team is the friendly voice and problem‑solving hub behind it all – supporting teachers, administrators, and IT teams who rely on iSAMS every day. If you enjoy helping people, explaining how things work, and solving problems, this could be a great fit for you. This is a remote, full‑time role working a rotating shift pattern: 06:00‑14:00, 08:00‑16:00, and 10:00‑18:00, Monday to Friday (alternating weekly between the three shifts).

Why This Role Matters

As a Customer Services Analyst (2nd Line), you’ll play a key role in keeping schools running smoothly. You’ll respond to customer queries, figure out what’s going wrong, and guide users through the right solutions. Most queries are simple “how‑to” questions – front‑end only, not technical back‑end work. You’ll listen carefully, understand what the customer needs, and use your product knowledge to give them the right advice. You’ll only escalate issues if absolutely necessary. Because our customers are schools, the workload changes through the year – with busy times around term starts and reporting periods. You’ll receive full training when you join, and there’s plenty of room to grow your career in the wider IRIS Education team.

Responsibilities

• Answer customer questions via our helpdesk, phone, or email.
• Help users with “how‑to” queries and guide them step‑by‑step.
• Log and manage incidents through our system, keeping everything up to date.
• Spot recurring problems and share them with the team for improvement.
• Highlight potential software bugs for further review.
• Stay informed about product updates and new features.
• Share your knowledge with others and support new joiners when needed.

Qualifications

• Experience working in a Service Desk or Helpdesk role.
• Confidence using an incident/ticket logging system.
• Excellent communication – calm, clear, and professional.
• A logical, organised way of working.
• Strong attention to detail and good time management.
• A helpful, positive attitude and willingness to learn.
• It’s even better if you have:
  • Experience supporting software or SaaS products.
  • Worked in a school or education setting, especially using Management Information Systems (MIS).
  • Knowledge or experience with iSAMS.
  • A teaching or school administration background.

Benefits

• Purpose in your work – you’ll help schools focus on what really matters: education.
• Full training and support – we’ll make sure you’re confident before handling queries on your own.
• Career growth – clear paths for progression across our Education teams.
• A friendly, supportive team – everyone helps each other.
• Flexible, remote working – enjoy the balance of working from home with structured shifts.