Remote 2nd‑Line Customer Services Specialist

Johnson Controls; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading educational software company is seeking a Customer Services Analyst (2nd Line) to help schools work smarter by addressing customer inquiries related to their iSAMS system. This remote, full-time position offers flexible working hours within a structured shift pattern. Responsibilities include answering customer questions, guiding users through solutions, and managing incidents. The role provides opportunities for career growth within a supportive team that values education and collaboration.

Benefits

Full training and support

Career growth opportunities

Friendly and supportive team

Flexible remote working

Qualifications

• Enjoy helping people and explaining how things work.
• Ability to guide users through solutions.
• Effective listening and understanding skills.

Responsibilities

• Respond to customer queries through helpdesk, phone, or email.
• Assist users with 'how-to' questions.
• Log and manage incidents through the system.
• Identify recurring issues and report them.
• Highlight potential software bugs for review.
• Stay informed about product updates.
• Support new joiners when needed.

Skills

Problem-solving

Customer service

Communication

Attention to detail

Job description

A leading educational software company is seeking a Customer Services Analyst (2nd Line) to help schools work smarter by addressing customer inquiries related to their iSAMS system. This remote, full-time position offers flexible working hours within a structured shift pattern. Responsibilities include answering customer questions, guiding users through solutions, and managing incidents. The role provides opportunities for career growth within a supportive team that values education and collaboration.