Tech & Scripting Support Lead – Time & Attendance

IRIS; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

IRIS is seeking a Technical & Scripting Support Team Lead to combine people leadership with hands-on technical problem solving. Experience in time and attendance technology is essential, with a focus on coaching analysts and coordinating complex customer escalations.

You will guide the team, review and write scripts, and work with Development, Product, and Customer Success to improve outcomes. Time-zone aware applicants from Central or Mountain regions are preferred.

Qualifications

• Experience in time and attendance or time and labour technology essential.
• Minimum 2 years in customer service or technical support with ability to investigate and resolve issues.
• Experience leading or mentoring in a technical support environment.
• Understanding of how timekeeping and labour management affect payroll; payroll/Hr experience not required.
• Familiarity with Salesforce CRM or Service Cloud; strong analytical and troubleshooting skills.

Responsibilities

• Lead the team day to day, coordinate workloads and provide hands-on problem solving.
• Be the first contact for complex escalations and ensure SLAs are met.
• Scope, test and deliver custom scripting requests using Swipeclock's scripting language.
• Troubleshoot issues across software, hardware, APIs and third-party integrations.
• Improve case quality in Salesforce Service Cloud and document investigations.

Skills

Time & attendance

Team leadership

Customer support

Scripting knowledge

Education

Two years college study in CS/IT

Tools

Salesforce Service Cloud

C#

APIs

Job description

IRIS is seeking a Technical & Scripting Support Team Lead to combine people leadership with hands-on technical problem solving. Experience in time and attendance technology is essential, with a focus on coaching analysts and coordinating complex customer escalations.

You will guide the team, review and write scripts, and work with Development, Product, and Customer Success to improve outcomes. Time-zone aware applicants from Central or Mountain regions are preferred.