Technical Support Analyst (SQL)

As a vital member of our Every Customer Support team at IRIS, the 3rd Line Customer Support Analyst plays a crucial role in fostering strong relationships with our valued customers. Working directly with them, you will be at the forefront of representing Every and IRIS, ensuring their satisfaction, and cultivating loyalty by providing exceptional customer experiences.

Your responsibility as a Customer Support Analyst is to provide unwavering support throughout our customers' journey with IRIS applications, showcasing outstanding customer service skills and a genuine passion for elevating the customer experience. This role demands a consistently high level of support and professionalism, recognising that our customers are the cornerstone of the IRIS brand, and their satisfaction is paramount to our success.

What will you be doing?

As a Customer Support Analyst in this team, your role involves:

• Responding to customer inquiries on our products, addressing their needs with expertise.
• Investigating and resolving queries within your skill set to ensure customer satisfaction.
• Maintaining high call/case quality standards in line with departmental guidelines.
• Surpassing both team and personal Net Promoter Score targets.
• Meeting personal and departmental performance targets set for a 3rd Line Customer Support Analyst.
• Completing all mandatory training, including current data protection modules.
• Escalating complex queries to relevant product and development teams.
• Actively contributing to the enhancement of our knowledge base content.
• Providing User Acceptance Testing for new product releases.
• Effectively managing and resolving customer escalations whenever possible.
• Demonstrating effective problem management skills.
• Collaborating with other departments to ensure the best outcome for the customer.
• Handling incoming calls from customers, offering support on our products when needed.
• Creating support tickets in our CRM system, recording all relevant information for investigation and resolution if required.
• Demonstrating the ability and desire to progress through the competency framework.
• Promoting the IRIS brand in a friendly and professional manner.

What are we looking for?

This role is ideal for candidates with the following skills and experiences:

• Proven experience in a customer facing role, including telephone-based interactions
• Significant experience in a senior customer support role
• Familiarity with Microsoft Office
• Prior experience with CRM systems and support software
• Experience in writing and executing SQL scripts
• Solid understanding of IT principles.
• Familiarity with Payroll systems and an understanding of their implications in school environments (desirable).
• SQL qualification (desirable)

In addition to the core skills/experience above, the following competencies are essential for success in this position:

• Effective Interpersonal Awareness
• Demonstrated Teamwork skills
• Customer Awareness
• Drive for Achievement
• Resilience
• Initiative
• Innovation
• Effective Planning & Organising
• Commercial Awareness
• Ability to work under pressure
• Excellent written and verbal communication skills

Why you should apply...

At IRIS, we believe in creating a culture of engagement and reward to develop employee potential and offer long-term career success. To help with that, we offer the following:

• Competitive salary and bonus potential
• 26 days holiday allowance
• Private medical healthcare
• Life assurance
• Pension
• Additional benefits, such as Bike to Work and discount schemes.

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.