IRIS

3rd Line Support Engineer (BB-13159)

Found in: Talent UK

Description:
A bit about you...Working within our support team the third line analyst will be responsible for dealing with the more challenging support requests that have been escalated via our helpdesk. Able to explain/discuss and troubleshoot with the client at multiple levels. The role is office based at our Heathrow Approach site with our IRIS support teams. You will however report to our Support Manager who is based at our Practice Engine Hereford Office. Key Responsibilities:Responsible for supporting and assisting both client and internal teams with technical queries on PS Financials suite of applicationsOwn all Third Level Issues through to resolution and communicating with the client until the resolution is mutually agreedAble to ensure the customer requirements are met or, where possible, exceededManaging customer expectations and communicating after each actionKeeping accurate details of any investigation work/solutions offered using our ticketing system (Zendesk)Documenting in detail both problem and resolutionMaintaining a high level of customer service alwaysBecome an expert on Practice Engine practice management processes and systems, and their interactions with integrated systemsEnsure we set and meet the highest standard of client service in everything we do, working alongside the other departments as necessaryBuild a good working relationship with your clients in order to gather and analyses their accountancy practice requirementsDealing with any client queries or directing them to the appropriate departmentSupport the wider PMS team on any other projects and BAU as required Requirements:GCSE Maths and English or equivalentProven track record of delivering excellent customer servicePrevious experience of working within a busy helpdesk environmentExperience supporting bespoke applications and software packagesWorking knowledge of SQL essentialProblem and Incident Management essentialAccounting experience (advantageous)A sound technical understanding of the PS Financials software would be advantageousAn understanding of networking and server technologies would be advantageousStrong interpersonal skillsAbility to manage difficult situations well, focusing on a positive outcomeAbility to communicate well at all levels A bit about us...IRIS Software Group is one of the UK’s largest privately held software companies. Its purpose is to be the most trusted provider of mission-critical software and services, ensuring customers get it right first time, every time.IRIS takes the pain out of processes and let professionals working in businesses and schools focus on the work they love. Its software solutions and services for finance, HR and payroll teams, educational organisations, and accountancy firms helps comply with regulations, drive productivity and better engage with key stakeholders. Through simplifying, automating and providing insights on everyday mission-critical tasks for organisations of all shapes and sizes, IRIS ensures customers can look forward with certainty and confidence.IRIS has over 120,000 UK and international customers with 80% having a tenure of five or more years. IRIS is the largest third-party online filer with the UK Government. Ninety-one of the top 100 UK accountancy firms and 50 of the top 100 US CPA firms use IRIS software. Circa 20% of the UK’s workforce is paid by IRIS payroll offerings. More than 850,000 UK employees are managed by IRIS HR solutions. Over 11,000 UK schools and academies use IRIS, with four million parents and guardians using IRIS apps to connect with their children’s school; 300 million messages are delivered between schools and parents each year, and over £15 million transactional payments are processed every month. IRIS is placed 93rd in the Grant Thornton Sunday Times Top Track 250, which is compiled by Fast Track and published in The Sunday Times each September, celebrates Britain's private mid-market growth companies with the biggest performance. To see how IRIS helps organisations get things right first time, every time, visit or follow IRIS Software Group on LinkedIn, Twitter and Instagram. Perks of the job- Competitive Salary- Being a part of a vibrant, exciting and ever-growing organisation- 26 days holiday allowance- Private medical healthcare- Life assurance- Pension- Additional benefits, such as Bike to Work and discount schemes

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