At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues for our IRIS Practice Engine users.
- Company: Join a supportive team at IRIS, a leader in enterprise SaaS technology.
- Benefits: Gain valuable experience, develop skills, and enjoy a collaborative work environment.
- Other info: Opportunity for growth and exposure to cutting-edge technology.
- Why this job: Make a real impact by helping customers succeed with innovative software solutions.
- Qualifications: Experience in technical support, strong communication skills, and a problem-solving mindset.
The predicted salary is between 36000 - 60000 £ per year.
We’re looking for a Technical Solutions Specialist II to join our Professional Services team. In this role, you’ll be a key technical resource supporting users of our IRIS Practice Engine application. You’ll act as the second point of contact for escalated incidents, problems, and service requests — resolving issues, providing expert guidance, and ensuring a high‑quality customer experience. You’ll work closely with mentors, team leads, and cross‑functional teams to deepen your product knowledge, sharpen your troubleshooting skills, and deliver solutions that make a real difference to our customers.
What You’ll Be Doing
- Customer Support & Technical Troubleshooting
- Respond professionally and proactively to customer inquiries, ensuring SLA compliance.
- Handle incoming support tickets via Salesforce/Service Cloud.
- Triage escalated issues, gather required information, and determine the best path to resolution.
- Follow structured troubleshooting processes, ask clarifying questions, and identify root causes.
- Provide clear written resolutions within tickets prior to closure.
- Maintain strong CSAT scores by delivering high‑quality service.
- Collaboration & Escalation
- Escalate advanced or unresolved issues to Tier III Support, DevOps, or Product Development as needed.
- Communicate effectively with cross‑team stakeholders for updates, information requests, and escalations.
- Share knowledge through team shadowing, documentation, and internal collaboration.
- Technical Knowledge & Product Expertise
- Build and maintain strong product knowledge related to both basic and advanced troubleshooting.
- Support product testing by reporting bugs, identifying change impacts, and sharing client insights.
- Contribute to the Knowledge Base by writing technical articles or solution summaries.
- Documentation & Governance
- Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes.
- Adhere to governance, process, and communication standards across all interactions.
What We’re Looking For
- Proven experience in technical support, ideally within a SaaS or software environment.
- SQL experience (preferred) — comfortable running queries to investigate data or troubleshoot issues.
- Strong communication skills with clear, professional customer interaction.
- Excellent documentation habits and attention to detail.
- Ability to work collaboratively across teams and contribute to shared learning.
- Adaptive learning mindset — eager to grow technical knowledge and understand complex software systems.
- Strong problem‑solving skills with a structured approach to troubleshooting.
- Ability to manage multiple cases while maintaining SLA commitments and high quality.
- A proactive approach to identifying issues, contributing insights, and supporting product improvement.
Why Join IRIS?
At IRIS, you’ll be part of a supportive, collaborative environment where your growth matters. You’ll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed.
Please note we may close the vacancy early due to high volume of applications.
Technical Support Specialist II in Sheffield employer: IRIS Software Group
At IRIS, we pride ourselves on fostering a supportive and collaborative work culture that prioritises employee growth and development. As a Technical Support Specialist II, you will not only enhance your technical skills within a dynamic SaaS environment but also contribute to meaningful customer solutions, all while enjoying the benefits of a team-oriented atmosphere that values your insights and expertise.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist II in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IRIS Software Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IRIS Software Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Specialist II in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IRIS Software Group:Your cover letter is your chance to shine! Tell us why you want to work at IRIS Software Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IRIS Software Group!
How to prepare for a job interview at IRIS Software Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
