Customer Support Analyst

IRIS Software Group; Leeds; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading software company in the UK is seeking a Customer Services Analyst (2nd Line) to join their remote team. In this role, you will assist schools by responding to queries, providing product guidance, and managing incidents. Ideal candidates have Service Desk experience, strong communication skills, and a positive attitude. The position offers full training, flexible remote working, and clear career progression paths.

Benefits

Full training and support

Career growth opportunities

Flexible, remote working

Qualifications

• Confidence using an incident/ticket logging system.
• Calm, clear, and professional communication.
• Strong attention to detail and good time management.

Responsibilities

• Answering customer questions via helpdesk, phone, or email.
• Logging and managing incidents through the system.
• Spotting recurring problems for team improvement.

Skills

Experience working in a Service Desk or Helpdesk role

Excellent communication

Strong attention to detail

Logical and organized way of working

Positive attitude and willingness to learn

Tools

Incident/ticket logging system

Job description

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Direct message the job poster from IRIS Software Group

Just a regular guy that hires top talent for one of UK’s largest privately held software companies. 🏆

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 elevate 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.

What Are We Looking For?

You’ll be great in this role if you have:

• 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.

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.

Our Application Process

We believe hiring should be fair, transparent, and straightforward:

A short chat with our Talent team plus two quick assessments:

• CCAT (15-minute timed test).

Meet the iSAMS Customer Services team and showcase your skills and enthusiasm.

Join IRIS and help schools across the world deliver great education - one support ticket at a time.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service, Information Technology, and Education

Industries

Software Development