Customer Services Analyst - 2nd Line (Education, IRIS Financials)
Competitive + Bonus + Benefits
Remote, UK
Permanent Full time
Are you prepared to take your skills to the next level? We’re looking for a Customer Services Analyst to join our 2nd Line IRIS Financials Support team at IRIS Software Group! In this essential role, you will provide comprehensive support for our Advantage Service, ensuring our new and existing customers receive exceptional service.
As a key member of our team, you’ll help uphold the high standards outlined in our Service Level Agreements (SLAs) and Service Desk policies, ensuring every aspect of our service meets quality expectations.
What will you be doing?
In your role as a Customer Services Analyst (2nd Line), you’ll be responsible for:
1. Monitoring the Service Desk: Keep a constant eye on our Zendesk system to ensure incidents and requests are resolved promptly and in line with our SLAs and Key Performance Indicators (KPIs).
2. Maintaining Accurate Records: Ensure that Zendesk is updated with accurate notes and information for effective communication.
3. Handling Inquiries: Manage calls, create tickets, resolve requests, and route them to the appropriate teams or third-party suppliers as needed.
4. Identifying Trends: