Customer Services Analyst - 2nd Line (Education, iSAMS)

Customer Services Analyst - 2nd Line (Education, ISAMS)

Competitive + Bonus + Benefits

Remote, UK

Permanent full time

Are you passionate about delivering exceptional customer service and support? We have an exciting opportunity for you to join our iSAMS Customer Services team as a Customer Services Analyst at IRIS Software Group! This is your chance to make a real impact by providing top-notch application support to our valued clients in the education sector.

What Will You Be Doing?

As a Customer Services Analyst, you will be at the forefront of our customer support efforts, handling inquiries through various channels including our helpdesk portal, telephone, and email. Your responsibilities will include:

• Customer Support: Serve as the initial contact for iSAMS customers, providing assistance and resolving queries promptly.
• Troubleshooting: Conduct initial diagnostics for customer issues and escalate complex problems to relevant teams or third-party suppliers.
• Incident Management: Utilize our Incident Management system to create and resolve tickets efficiently, ensuring timely updates.
• Communication: Respond to all new tickets within one working day, with an average response time of just 15 minutes!
• Training & Guidance: Assist customers with 'How To' queries and provide occasional client training sessions.
• Continuous Improvement: Monitor trends and recurring issues, sharing insights with the team to enhance our services and processes.
• Knowledge Sharing: Stay updated on the iSAMS product and contribute to support forums, helping to cultivate a knowledgeable team environment.

What Are We Looking For?

We are keen to find candidates who possess:

• Experience in a Service Desk, Helpdesk, or Technical Support environment with a focus on managing incidents.
• A strong background in customer service, especially in roles with direct client interaction.
• Familiarity with call logging systems and a good understanding of incident management principles, including ITIL practices.
• Experience in supporting technical products or SaaS offerings (desirable), and familiarity with the Education sector or Management Information System (MIS) products is a plus.
• Excellent communication skills, both written and verbal, with a keen attention to detail and a proactive, "can do" attitude.

Why Apply?

• Career Development: This role offers ample opportunities for professional growth and skill enhancement within a supportive environment.
• Impactful Work: Be part of a team that plays a crucial role in ensuring customer satisfaction and success.
• Collaborative Culture: Join a vibrant and dynamic team that values innovation, teamwork, and a positive atmosphere.

If you’re excited about the prospect of providing outstanding service and support, we want to hear from you! Apply now and take the next step in your career with IRIS Software.

Please Note: Due to high demand, we encourage you to apply as soon as possible. Don’t miss out on this fantastic opportunity!