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Technical Support Specialist

Job Posted: a month ago

Salary: £ Competitive
Job Type: Permanent
Location: SL3, Langley Marish, Slough

Expire in: 6 hours

Job Description

Remote, UK

Competitive Salary + Bonus + Benefits

We’re looking for a Technical Solutions Specialist II to join our Professional Services team. In this role, you’ll be a key technical resource supporting users of our IRIS Practice Engine application.

You’ll act as the second point of contact for escalated incidents, problems, and service requests — resolving issues, providing expert guidance, and ensuring a high‑quality customer experience.

You’ll work closely with mentors, team leads, and cross‑functional teams to deepen your product knowledge, sharpen your troubleshooting skills, and deliver solutions that make a real difference to our customers.

What You’ll Be Doing

Customer Support & Technical Troubleshooting

Respond professionally and proactively to customer inquiries, ensuring SLA compliance.

Handle incoming support tickets via Salesforce/Service Cloud.

Triage escalated issues, gather required information, and determine the best path to resolution.

Follow structured troubleshooting processes, ask clarifying questions, and identify root causes.

Provide clear written resolutions within tickets prior to closure.

Maintain strong CSAT scores by delivering high‑quality service.

Collaboration & Escalation

Escalate advanced or unresolved issues to Tier III Support, DevOps, or Product Development as needed.

Communicate effectively with cross‑team stakeholders for updates, information requests, and escalations.

Share knowledge through team shadowing, documentation, and internal collaboration.

Technical Knowledge & Product Expertise

Build and maintain strong product knowledge related to both basic and advanced troubleshooting.

Support product testing by reporting bugs, identifying change impacts, and sharing client insights.

Contribute to the Knowledge Base by writing technical articles or solution summaries.

Documentation & Governance

Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes.

Adhere to governance, process, and communication standards across all interactions.

What We’re Looking For

We’re looking for someone who brings:

Proven experience in technical support, ideally within a SaaS or software environment

SQL experience (preferred) — comfortable running queries to investigate data or troubleshoot issues

Strong communication skills with clear, professional customer interaction

Excellent documentation habits and attention to detail

Ability to work collaboratively across teams and contribute to shared learning

Adaptive learning mindset — eager to grow technical knowledge and understand complex software systems

Strong problem‑solving skills with a structured approach to troubleshooting

Ability to manage multiple cases while maintaining SLA commitments and high quality

A proactive approach to identifying issues, contributing insights, and supporting product improvement

Why Join IRIS?

At IRIS, you’ll be part of a supportive, collaborative environment where your growth matters. You’ll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed.

Please note we may close the vacancy early due to high volume of applications

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring Technical Support Specialist job near me in SL3, Langley Marish, Slough! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!