What are the responsibilities and job description for the Technical Support Analyst position at IRIS Software Group?
Technical Support Analyst
IRIS is seeking a skilled and customer-focused Technical Support Analyst to join our growing team. This role supports our Channel Partners and clients through Salesforce Service Cloud, delivering high-quality technical solutions and customized scripting to optimize our products for client success.
If you enjoy solving complex technical challenges, working directly with customers, and developing custom-coded solutions, we’d love to connect with you.
Key Responsibilities
- Analyze and resolve support cases using Salesforce Service Cloud
- Troubleshoot software, hardware, and third-party integrations
- Develop custom scripts using Swipeclock’s proprietary language to tailor solutions to client needs
- Provide API interface and SaaS application support
- Properly document issues, resolutions, and workflow updates
- Contribute to knowledge base development and documentation improvements
- Assist internal teams with escalations and advanced troubleshooting
- Participate in holiday and weekend on-call rotations
What We’re Looking For
- Strong problem-solving skills and a passion for helping customers
- Clear and professional verbal and written communication skills
- Ability to explain complex technical concepts to non-technical users
- Programming experience (minimum 1 year required)
- At least 2 years of customer service experience
- Understanding of SaaS applications
- Experience with APIs and third-party integrations (preferred)
- Basic networking knowledge (preferred)
- Proficiency in Microsoft Office and Salesforce CRM
Education:
Completion of two years of college-level coursework in Computer Science, Information Technology, or a related field — or equivalent professional experience.