Customer Service Analyst

Customer Services Analyst - 2nd Line (IRIS Financials - AAT)

Remote, UK

The Vacancy

We have an opportunity for an individual who values customers and possesses technical expertise to join our Customer Support team.

In this role, you'll play a crucial part in assisting our customers with intricate queries by conducting thorough investigations. You will handle escalated issues from our 1st line team and customers, and you may collaborate with other internal departments and external parties until the issues are completely resolved.

What will you be doing?

As a Customer Support Analyst within this team, your responsibilities will be as follows:

• Answering customer queries about our products.
• Creating and assigning tickets in our CRM system to the appropriate teams, gathering information to support investigation and resolution.
• Taking a problem-solving approach to investigate and resolve complex technical queries, aiming for a first-contact resolution.
• Escalating highly complex queries to our 3rd line support team when needed.
• Consistently meeting individual and team targets, including Net Promoter Score and quality goals.
• Prioritizing your daily workload and ensuring you meet customer service level agreements (SLAs).
• Assisting and resolving issues escalated by the 1st line support team, and sharing your knowledge with others.
• Helping with user acceptance testing.
• Collaborating with internal departments, stakeholders, and third parties to ensure complete issue resolution.
• Actively contributing to our knowledge base with valuable information.
• Contributing positively to the team environment, supporting your colleagues, and working toward shared goals.
• Demonstrating our company's values and promoting the IRIS brand in a friendly and professional manner.
• Striving for personal and professional growth through our competency framework.
• Taking ownership of developing in-depth product knowledge and expertise.
• Completing all mandatory training, including current data protection modules.

What are we looking for?

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

• AAT Level 3 certification or currently pursuing AAT Level 3 studies
• Proficiency in customer interaction
• Familiarity with Microsoft Office Suite.
• Prior experience in a 1st or 2nd Line IT/software support role (desirable)
• Capability in writing and running SQL scripts (desirable)
• SQL Qualification (desirable)
• Level 3 IT-related qualification (desirable).

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

• Prioritizes customer needs and satisfaction.
• Works effectively in a team setting.
• Proactively seeks ways to enhance processes and solutions.
• Proficient at identifying and resolving issues.
• Focuses on achieving desired outcomes.
• Conveys ideas clearly, both in writing and verbally.