2nd Line Customer Support Analyst (IRIS Financials) at IRIS Software Group in IRIS Remote, UK
- Company: IRIS Software Group
- Location: IRIS Remote, UK
- Posted: Sep 23, 2026
- Type: Full-time
- Experience: 4+ years
Overview
Application About IRIS As a 2nd Line Customer Support Analyst, you'll support customers throughout their journey with IRIS Financials applications. You'll handle more complex issues escalated from our 1st Line team, working closely with internal specialists and customers to drive issues through to r…
Job description
- Application
- About IRIS
Responsibilities
- As a 2nd Line Customer Support Analyst, you'll support customers throughout their journey with IRIS Financials applications. You'll handle more complex issues escalated from our 1st Line team, working closely with internal specialists and customers to drive issues through to resolution.
- Investigating and resolving customer queries.
- Managing escalated support cases.
- Creating and maintaining detailed support records.
- Collaborating with Product, Development, Consulting and Account Management teams.
- Supporting testing activities for new product releases.
- Contributing to knowledge articles and support documentation.
- Delivering high-quality customer service and achieving team performance objectives.
Requirements
- Passionate about customer service.
- Strong communicators with excellent written and verbal skills.
- Analytical thinkers with a natural problem-solving mindset.
- Organised and resilient under pressure.
- Comfortable working collaboratively across multiple teams.
- Eager to learn and develop their technical knowledge.
- Software or IT support.
- Accounting, finance, payroll, HR or education software environments.
- SQL scripting and database troubleshooting.
- AAT qualifications or studies.
- Microsoft Office applications.
Skills
Required
- Customer service
- Communication (written and verbal)
- Analytical thinking
- Problem-solving
- Organisation
- Resilience
- Collaboration
- Eagerness to learn
Preferred
- Software or IT support
- SQL scripting
- Database troubleshooting
- AAT qualifications or studies
- Microsoft Office applications
Benefits
- Impact: Your work will influence millions globally.
- Growth: Continuous learning and career development opportunities.
- Belonging: A culture that celebrates diversity and empowers every individual.
About IRIS Software Group
IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms. We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast. At IRIS, our customers are at the heart of everything we do. We're looking for a 2nd Line Customer Support Analyst to join our IRIS Financials support team, helping customers resolve technical and functional queries while delivering an exceptional support experience. If you enjoy investigating problems, finding solutions and building great customer relationships, we'd love to hear from you. At IRIS, you'll join a business that invests in its people and values career development. You'll work alongside experienced colleagues, gain valuable product expertise and have opportunities to grow your career within one of the UK's leading software organisations. Whether you're already working in software support or looking to build on your experience within finance and technology, this role offers an excellent opportunity to make a real impact. Apply today and become part of a team dedicated to delivering exceptional customer experiences.