Customer Services Analyst (Education, iSAMS)
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
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! 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!
About IRIS
As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.
IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.
Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.
Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.
It’s vital these mission-critical functions work first time, every time.
That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.
IRIS is a company built on hiring the best people; our people are our greatest assets.
They enable us to be the innovative, market-leading, and high-performing company that we are today.
We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.
These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.
IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.
This is why we work to create an environment where employees feel like they are part of a team.
Why work for IRIS?
The Benefits
Developing your career
We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:
Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.
We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.
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