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- Tasks: Lead late-shift technical support for schools, solving problems and owning tickets.
- Company: Join IRIS Software Group, a top UK software company making a difference in education.
- Benefits: Enjoy consistent evening hours, growth opportunities, and the chance to make a real impact.
- Why this job: Be the go-to person for North American customers and thrive in a supportive team culture.
- Qualifications: Experience in second-line support, strong SQL skills, and a proactive problem-solving approach.
- Other info: Simple application process designed to help you shine and get to know our culture.
The predicted salary is between 36000 - 60000 £ per year.
Remote, UK Competitive Salary + Bonus + Benefits 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 We’re looking for someone who brings: 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 employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, especially MS SQL and web-based applications. Having hands-on experience or even completing a few online tutorials can give you the confidence to discuss these during your interview.
✨Tip Number 2
Prepare to demonstrate your problem-solving skills by thinking of examples from your past experiences where you successfully resolved technical issues. Be ready to explain your thought process and how you approached each situation.
✨Tip Number 3
Since this role involves working late shifts, consider how your lifestyle aligns with these hours. Be prepared to discuss your availability and how you manage work-life balance during the interview.
✨Tip Number 4
Showcase any leadership or mentoring experiences you have, even if they are informal. This could set you apart as someone who can contribute to the team’s growth and support new colleagues effectively.
We think you need these skills to ace Technical Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially any second-line support roles. Emphasise your skills with MS SQL and web-based applications, as these are crucial for the role.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer support and problem-solving. Mention specific examples of how you've taken ownership of technical issues in the past and how you can bring that mindset to IRIS Software Group.
Prepare for Assessments: Familiarise yourself with the CCAT and EPP assessments mentioned in the application process. Practice similar timed tests for the CCAT and ensure you have a quiet space to complete it. For the EPP, take your time to showcase your thought process.
Showcase Communication Skills: During your application and potential interviews, demonstrate your calm and clear communication style. This is essential for interacting with customers and colleagues, so consider sharing examples of how you've effectively communicated in challenging situations.
How to prepare for a job interview at IRIS Software Group
✨Show Your Ownership Mindset
Emphasise your ability to take ownership of technical support tickets. Share examples from your past experiences where you resolved issues independently, demonstrating your proactive approach and solutions-first mindset.
✨Demonstrate Technical Proficiency
Be prepared to discuss your experience with MS SQL and any web-based applications you've worked with. If you have experience with ASP.NET (C#), mention it, but focus on showcasing your troubleshooting skills and familiarity with diagnostic tools.
✨Communicate Clearly and Calmly
Since you'll be interacting with customers, practice clear and calm communication. Prepare to explain complex technical issues in simple terms, as this will show your ability to connect with users and provide excellent support.
✨Highlight Leadership Potential
If you have any mentoring or leadership experience, make sure to bring it up during the interview. Discuss how you've supported colleagues in the past and how you can contribute to the growth of the team at IRIS Software Group.