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- 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.
- 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.
- Other info: Opportunity for growth and exposure to cutting-edge technology.
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 Wolverhampton 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 II in Wolverhampton
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and any tips they might have for landing a role at IRIS. Personal connections can make all the difference!
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge. Since you’ll be dealing with the IRIS Practice Engine, make sure you understand its features and common issues. This will show that you’re genuinely interested and ready to hit the ground running.
✨Tip Number 3
Practice your problem-solving skills! Think of real-life scenarios where you had to troubleshoot a technical issue. Be ready to share these examples during your interview to demonstrate your structured approach and how you handle pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at IRIS. Let’s get you that job!
We think you need these skills to ace Technical Support Specialist II in Wolverhampton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Specialist II role. Highlight your relevant experience in technical support, especially within SaaS environments, and showcase your SQL skills if you have them. We want to see how you fit into our team!
Show Off Your Communication Skills: Since you'll be interacting with customers and cross-functional teams, it's crucial to demonstrate your strong communication abilities. Use clear and professional language in your application, and don’t forget to mention any experiences where you’ve successfully resolved customer issues.
Detail Your Troubleshooting Experience: We love a structured approach to problem-solving! In your application, provide examples of how you've tackled technical issues in the past. Mention specific tools or processes you used, and how you ensured high-quality service while meeting SLAs.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at IRIS Software Group
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of the IRIS Practice Engine application. Familiarise yourself with its features and common issues users face. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Showcase Your Troubleshooting Skills
Prepare to discuss specific examples of how you've resolved technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your problem-solving abilities and structured approach to troubleshooting.
✨Communicate Clearly and Professionally
Since strong communication skills are crucial for this role, practice articulating your thoughts clearly. During the interview, be concise yet thorough in your responses, and don’t hesitate to ask clarifying questions if you need more information.
✨Emphasise Collaboration and Learning
Highlight your ability to work well in teams and your eagerness to learn from others. Share experiences where you collaborated with cross-functional teams or contributed to knowledge sharing, as this aligns with the company’s values and the role's requirements.