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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 growth.
- Other info: Dynamic team atmosphere with potential for career advancement.
- Why this job: Make a real impact by solving problems and enhancing customer experience.
- Qualifications: Experience in IT support, advanced SQL skills, and strong 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. You’ll 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 you’ll 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 you’ll 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 Software Group
Contact Detail:
IRIS Software Group 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
Prepare for the interview by brushing up on your SQL skills and understanding common technical challenges in customer support. We recommend practising with real-world scenarios to show off your problem-solving prowess.
✨Tip Number 3
Showcase your collaborative mindset! During interviews, share examples of how you've worked with teams to resolve issues. This will highlight your ability to work closely with Product and Development teams, just like the role requires.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. 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. We want to see how your skills align with the role, especially your advanced SQL knowledge and problem-solving abilities.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you're passionate about solving complex problems and how you can contribute to our Financials customer support team. Keep it engaging and relevant!
Showcase Your Collaboration Skills: Since this role involves working closely with internal teams, make sure to mention any past experiences where you've successfully collaborated with others. We love a team player!
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 to avoid missing out.
How to prepare for a job interview at IRIS Software Group
✨Know Your SQL Inside Out
Since the role requires advanced SQL knowledge, 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. Think about specific situations where you acted as an escalation point or collaborated with other teams to resolve issues. This will demonstrate your ability to handle the responsibilities of the role.
✨Communicate Clearly and Confidently
Excellent communication is key in this position. Practice explaining technical concepts in simple terms, as you may need to do this for customers who aren't as tech-savvy. A clear and confident communication style will help you stand out.
✨Research IRIS and Their Products
Familiarise yourself with IRIS and their financial products. Understanding their offerings and any recent updates will show your genuine interest in the company and help you answer questions more effectively. Plus, it’ll give you a chance to ask insightful questions during the interview.