Customer Services Analyst

At IRIS Software Group, we help schools around the world run smarter, faster, and more efficiently through innovative cloud software. Our iSAMS platform is trusted by leading independent and international schools to manage everything from timetables and student data to finance, communication, and reporting.

Our Customer Services team ensures those schools - and the staff who rely on us - receive the expert support they need every single day.

We’re now hiring a Customer Services Analyst – 2nd Line to play a key role in resolving more complex issues, improving processes, and enhancing the customer experience for educators across Australia, Asia, and beyond.

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

Why This Role Matters

Schools depend on iSAMS to manage their daily operations - from attendance and grading to wellbeing and finance. When something goes wrong, your problem-solving skills and product knowledge keep classrooms running and data flowing.

You’ll be helping teachers, administrators, and IT teams use technology that underpins modern education, ensuring they can focus on what matters most: their students.

About the Team You'll Join

You’ll join a tight-knit team of four based in Australia, working alongside colleagues in the UK and globally. Together, we provide expert assistance, resolve issues efficiently, and uphold the exceptional service standards that define IRIS.

We’re collaborative, curious, and always looking for ways to make things better - for our customers and our team.

💼 What Will You Be Doing?

• Investigating and resolving second-line support cases escalated by our first-line team.
• Troubleshooting software issues across multiple iSAMS modules and integrated systems.
• Communicating clearly with customers by phone, email, and live chat.
• Analysing recurring issues and contributing ideas to improve our products and processes.
• Collaborating with product, QA, and development teams to escalate and test fixes.
• Maintaining accurate case records in our CRM and following data-protection policies.
• Sharing knowledge and supporting first-line colleagues as a subject matter expert.

👀 What Are We Looking For?

You’ll succeed in this role if you bring:

• Experience in software support, customer service, or a technical helpdesk environment.
• Strong analytical thinking and methodical problem-solving skills.
• Excellent written and verbal communication, with a calm, professional manner.
• Confidence using technology and learning new systems quickly.
• The ability to manage multiple priorities while keeping a focus on great outcomes.
• A genuine passion for helping customers and improving the tools they use.

Bonus points for:

• Experience supporting SaaS or education technology solutions.
• Knowledge of CRM or ticketing systems, SQL, or similar tools.
• Familiarity with the iSAMS platform (advantageous but not essential).

🌟 Why Join IRIS?

🌏 Global reach, local impact – Support schools across Australia and around the world.

💡 Career progression – Build deep expertise and take the next step in your technical career.

🧩 Meaningful work – Help teachers and administrators deliver better learning experiences.

🤝 Collaborative culture – Work with friendly, knowledgeable colleagues who value teamwork.

🏠 Flexible and remote – Enjoy a home-based role with a supportive, connected team.

Our Application Process

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

1️⃣ Apply online

Send us your CV - no long forms, no fuss.

2️⃣ Initial Interview (plus Online Assessments)

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

• CCAT (15-minute timed test).
• EPP (untimed personality questionnaire).

3️⃣ Competency & Technical Interview (MS Teams)

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

Join IRIS and help deliver exceptional service to the schools shaping the next generation - one support ticket at a time.