Customer Services Associate

**Customer Services Associate - 1st Line**

**Remote, UK**

**Full time**

**Permanent**

**£Competitive salary with bonus scheme**

**The Vacancy**

We have a fantastic opportunity for an enthusiastic customer service professional to join IRIS Financials (formerly PS Financials) Customer Support Team.

This role sits within our dedicated customer support team at IRIS. The team works directly with our customers and represents IRIS by building key relationships, maintaining customer satisfaction and ensuring their loyalty by giving the best experience possible.

**Main responsibilities**
- Answer incoming cases from customers requiring support on our products
- Create support ticket in our CRM system recording all relevant information to aid investigation/resolution
- Investigate and resolve queries by using FAQ’s, knowledge base and own investigative skills
- Meet call/case quality standards as set out in departmental guidelines
- Achieve and where possible exceed team and personal Net Promoter Score targets
- Achieve personal and departmental performance targets set out for 1st Line Customer Support Analysts.
- Complete all mandatory training (current data protection modules)
- Promote the IRIS brand in a friendly, professional manner.
- Escalate more complex queries to the 2nd Line Support team where appropriate
- Actively suggest knowledge base content based on incoming cases
- Consistently build product knowledge by challenging yourself to learn new skills
- Ability and desire to progress through competency framework

**What are we looking for?**

This role would be ideal for someone who has studied IT at college, or, has hands on experience in an internal IT role.
- Ability to provide technical support in a fast-paced environment
- Any software support experience would be advantageous
- Excellent customer service skills
- Strong communicator (written and verbal) with an assured, calm and concise telephone manner
- Excellent organisation and administration skills
- Ability to work as part of a team and on own initiative
- Attention to detail
- Basic network understanding
- Familiarity with Microsoft Office/Active Directory

**Please note**:
**About IRIS**

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time - so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market-leading, and high-performing company that we are today.

We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.