Customer Services Analyst - 2nd Line (iSAMS)

At IRIS Software Group, we create software that helps schools work smarter. Our iSAMS system is used by schools around the world to manage everything from timetables and attendance to parent communication and reporting.

Our Customer Services team is the friendly voice and problem-solving hub behind it all - supporting teachers, administrators, and IT teams who rely on iSAMS every day.

If you enjoy helping people, explaining how things work, and solving problems, this could be a great fit for you.

This is a remote, full-time role working a rotating shift pattern: 06:00-14:00, 08:00-16:00, and 10:00-18:00, Monday to Friday (alternating weekly between the three shifts).

Why This Role Matters

As a Customer Services Analyst (2nd Line), you'll play a key role in keeping schools running smoothly. You'll respond to customer queries, figure out what's going wrong, and guide users through the right solutions.

Most queries are simple "how-to" questions - front-end only, not technical back-end work. You'll listen carefully, understand what the customer needs, and use your product knowledge to give them the right advice. You'll only escalate issues if absolutely necessary.

Because our customers are schools, the workload changes through the year - with busy times around term starts and reporting periods. You'll receive full training when you join, and there's plenty of room to grow your career in the wider IRIS Education team.

About the Team You'll Join

You'll be joining a friendly team of around 12 UK-based Analysts, working closely with colleagues around the world. We're helpful, professional, and passionate about making a difference for schools.

We share ideas, learn from each other, and support one another during busy times. You'll be trusted to deliver great service, but you'll never be on your own - there's always someone ready to help.

What Will You Be Doing?

• Answering customer questions via our helpdesk, phone, or email.
• Helping users with "how-to" queries and guiding them step-by-step.
• Logging and managing incidents through our system, keeping everything up to date.
• Spotting recurring problems and sharing them with the team for improvement.
• Highlighting potential software bugs for further review.
• Staying informed about product updates and new features.
• Sharing your knowledge with others and supporting new joiners when needed.

• Experience working in a Service Desk or Helpdesk role.
• Confidence using an incident/ticket logging system.
• Excellent communication - calm, clear, and professional.
• A logical, organised way of working.
• Strong attention to detail and good time management.
• A helpful, positive attitude and willingness to learn.

It's even better if you have:

• Experience supporting software or SaaS products.
• Worked in a school or education setting, especially using Management Information Systems (MIS).
• Knowledge or experience with iSAMS.
• A teaching or school administration background.

Why Join IRIS?

Developing your career

We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:

Leading

Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.

Excelling

Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.

Growing

Offering regular training and development programmes tailored to each employee's development needs and providing a commitment to a 'learning culture' which shares knowledge, best practice and our long-standing expertise between employees.

Listening

We're committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.

At IRIS, we're proud to help schools and businesses succeed through great software and even better people. When you join us, you'll get: * Purpose in your work - you'll help schools focus on what really matters: education. * Full training and support - we'll make sure you're confident before handling queries on your own. * Career growth - clear paths for progression across our Education teams. * A friendly, supportive team - everyone helps each other. * Flexible, remote working - enjoy the balance of working from home with structured shifts., Join IRIS and help schools across the world deliver great education - one support ticket at a time. 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. Why work for IRIS?