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For Companies At a Glance
- Tasks: Resolve complex technical challenges and support customers with escalated issues.
- Company: Join IRIS, a leader in financial customer support.
- Benefits: Competitive salary, collaborative environment, and opportunities for professional growth.
- Other info: Dynamic team with a focus on innovation and customer satisfaction.
- Why this job: Make a real impact by solving problems and enhancing customer experience.
- Qualifications: Strong IT support experience, advanced SQL skills, and excellent communication.
The predicted salary is between 35000 - 45000 £ per year.
IRIS is looking for an experienced 3rd Line Customer Support Analyst to join our Financials customer support team and help our customers resolve complex technical challenges. Youll play a key role in handling escalated issues, performing in depth technical investigations and working closely with our Product and Development teams to deliver the right outcomes.
What youll be doing:
- Handling complex, technical customer support queries
- Acting as an escalation point for 2nd Line Support
- Writing and executing advanced SQL scripts
- Collaborating with internal teams to resolve product issues
- Supporting UAT and contributing to product improvements
- Ensuring a consistently high standard of customer experience
What youll bring:
- Strong experience in software or IT customer support
- Advanced SQL knowledge and hands-on investigation experience
- Excellent communication and problem-solving skills
- A collaborative mindset and strong customer focus
- Financials or accountancy system experience (advantageous)
If you enjoy solving complex problems and making a real impact for customers, this role is for you.
Please note: We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.
3rd Line Customer Support Analyst employer: Iris Recruitment
Contact Detail:
Iris Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Customer Support Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at IRIS or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Brush up on your SQL skills! Since advanced SQL knowledge is key for this role, consider doing a quick refresher or even some practice problems. Showing off your technical prowess can really set you apart during interviews.
✨Tip Number 3
Prepare for scenario-based questions! Think about complex customer support situations you've handled before and how you resolved them. Being able to share real examples will demonstrate your problem-solving skills and experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace 3rd Line Customer Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in software or IT customer support, especially any advanced SQL knowledge. We want to see how your skills match up with what we're looking for!
Craft a Compelling Cover Letter: Use your cover letter to showcase your problem-solving skills and collaborative mindset. Tell us about a time you resolved a complex issue – we love hearing real-life examples!
Show Off Your Communication Skills: Since you'll be handling escalated issues, it's crucial to demonstrate your excellent communication abilities. Keep your application clear and concise, and don’t hesitate to show your personality!
Apply Early!: We occasionally close vacancies early if we get a lot of applications, so don’t wait around! Head over to our website and submit your application as soon as you can – we can't wait to hear from you!
How to prepare for a job interview at Iris Recruitment
✨Know Your SQL Inside Out
Since advanced SQL knowledge is crucial for this role, make sure you brush up on your SQL skills before the interview. Be prepared to discuss your experience with writing and executing complex queries, and maybe even solve a few SQL problems on the spot.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex technical challenges in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical thinking and how you collaborated with others to find solutions.
✨Communicate Clearly and Confidently
Excellent communication is key in customer support roles. Practice explaining technical concepts in simple terms, as you may need to do this when dealing with customers or collaborating with non-technical teams. Confidence in your communication can really set you apart.
✨Understand the Company and Its Products
Do your homework on IRIS and their financial products. Familiarise yourself with their customer support processes and any recent updates or challenges they might be facing. This shows your genuine interest in the company and helps you tailor your responses during the interview.