Job Overview

IRIS Software Group is seeking a Technical Solutions Specialist II to join its Professional Services team. In this role, you will act as an important technical resource for users of the IRIS Practice Engine application.

You will serve as the second-level support contact, handling escalated incidents, service requests, and technical issues. The position involves troubleshooting problems, providing expert guidance to customers, and ensuring a high-quality support experience. You will also collaborate with mentors, team leaders, and cross-functional teams to enhance your technical expertise and deliver effective solutions.

Key Responsibilities

Customer Support & Technical Troubleshooting

• Respond promptly and professionally to customer inquiries while maintaining SLA compliance.

• Manage support cases and incoming tickets using Salesforce / Service Cloud.

• Investigate escalated technical issues by gathering relevant information and identifying the best resolution path.

• Follow structured troubleshooting processes and determine the root cause of issues.

• Provide clear written solutions in support tickets before closing cases.

• Maintain high Customer Satisfaction (CSAT) scores by delivering reliable support.

Collaboration & Escalation

• Escalate complex issues to Tier III Support, DevOps, or Product Development teams when required.

• Communicate effectively with cross-functional teams for updates and problem resolution.

• Contribute to team knowledge sharing through documentation, collaboration, and mentoring activities.

Technical Knowledge & Product Expertise

• Build strong knowledge of the IRIS Practice Engine application and related technologies.

• Support product testing by reporting bugs, identifying potential changes, and sharing client insights.

• Contribute technical documentation and solutions to the Knowledge Base.

Documentation & Governance

• Maintain accurate records of all support activities, including ticket creation, troubleshooting steps, and final outcomes.

• Follow company processes, governance policies, and communication standards during all interactions.

Required Skills & Experience

The ideal candidate should have:

• Proven experience in technical support, preferably in a SaaS or software environment.

• SQL knowledge (preferred) for running queries and investigating technical issues.

• Strong communication and customer service skills.

• Excellent documentation and attention to detail.

• Ability to collaborate effectively with cross-functional teams.

• A strong learning mindset and willingness to understand complex software systems.

• Solid problem-solving skills with a structured troubleshooting approach.

• Ability to manage multiple support cases while meeting SLA targets and maintaining quality service.

• A proactive attitude toward identifying issues and improving products.

Why Join IRIS?

At IRIS, employees work in a collaborative and supportive environment where professional development is encouraged. Team members gain exposure to enterprise SaaS technologies, expand their technical expertise, and play an important role in helping customers succeed.

About IRIS Software Group

IRIS Software Group is one of the largest privately owned software companies in the UK, focused on simplifying operations for businesses, schools, and organisations.

Its technology solutions enhance compliance, operational efficiency, and accuracy, serving millions of users worldwide:

• Over 4 million parents connect with schools through IRIS software.

• Around 18% of UK employees receive salaries through IRIS payroll solutions.

• Approximately 50,000 SMEs use IRIS cloud bookkeeping services.

• More than 21,000 organisations rely on IRIS for legislative compliance.

IRIS is recognised as a Great Place to Work and among the UK’s Best Workplaces for Women, reflecting its strong commitment to employee wellbeing, diversity, and professional growth.