Remote Customer Support Analyst Job in UK IRIS Software Group

Who you are

• Experience in a Service Desk, Helpdesk, or Technical Support environment
• Managing incidents
• Strong background in customer service
• Familiarity with call logging systems
• Good understanding of incident management principles
• Excellent communication skills
• Proactive, "can do" attitude

Desirables

• Supporting technical products or SaaS
• Familiarity with the Education sector
• Management Information System (MIS) products

What the job involves

• Serve as the initial contact for iSAMS customers, providing assistance and resolving queries promptly through helpdesk portal, telephone, and email.
• Conduct initial diagnostics for customer issues and escalate complex problems to relevant teams or third-party suppliers.
• Utilize our Incident Management system to create and resolve tickets efficiently, ensuring timely updates.
• Respond to all new tickets within one working day, with an average response time of just 15 minutes.
• Assist customers with 'How To' queries and provide client training sessions.
• Monitor trends and recurring issues, sharing insights with the team to enhance services and processes.
• Stay updated on the iSAMS product and contribute to support forums.

Application process

• 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.