Technical Support Team Lead

Job not on LinkedIn

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $0 - $80k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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IRIS Software Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

👥 HR Tech

💰 Private Equity Round on 2018-05

SaaS • B2B • HR Tech

IRIS Software Group is a UK-based technology company that provides integrated cloud software and managed services for accountancy, payroll, HR, education and related professional services. Its product portfolio includes cloud accountancy systems (IRIS Elements, IRIS Accountancy Suite, IRIS KashFlow), payroll and payroll bureau software (Staffology, IRIS Payroll Professional), HR systems (IRIS Cascade, Staffology HR), education products for schools and trusts (iSAMS, IRIS ParentMail, financials and MIS tools), plus hosting, outsourcing and managed services for accountants and payroll providers. IRIS sells primarily to businesses, accountancy firms, schools and trusts and emphasises AI-enabled productivity, hosted/SaaS delivery, practice management, and outsourced service offerings.

📋 Description

• Lead the Technical and Scripting Support Team day to day • Coordinate workloads, priorities and technical direction • Coach analysts through feedback, case reviews and hands-on problem solving • Act as the first escalation point for complex customer issues • Help ensure agreed service levels (SLAs) are met • Scope, prioritise, test and deliver custom scripting requests • Write and review code using Swipeclock’s proprietary scripting language • Troubleshoot issues across software, time-clock hardware, APIs, networking and third-party integrations • Improve case quality in Salesforce Service Cloud • Lead bug triage and coordinate software defect investigations with Development • Collaborate with Product, Development, Customer Success and Professional Services • Use Salesforce reports and dashboards to monitor service levels, backlog, escalations, quality and customer outcomes • Build reusable knowledge, documentation and working practices • Participate in holiday and weekend on-call rotation • Support customers and Channel Partners using Swipeclock Workforce Management products

🎯 Requirements

• At least 2 years’ experience in customer service or technical support • Experience in SaaS, workforce management, time and attendance, payroll or HR technology is ideal • Experience leading, mentoring or providing senior-level guidance in a technical support environment • Working knowledge of Salesforce CRM or Salesforce Service Cloud • Strong analytical and troubleshooting skills • Clear written and verbal communication skills • Ability to balance competing priorities while remaining hands-on • Two years of college-level study in Computer Science, IT or a related discipline, or equivalent education and experience • Programming or scripting experience would be valuable • Knowledge of C#, APIs, automation, software integrations, networking or clock hardware would be valuable • Experience with timekeeping, scheduling, attendance, leave/accrual tracking or payroll integrations would be beneficial • Familiarity with Swipeclock products or another Workforce Management platform would be an advantage • Willingness to participate in the holiday and weekend on-call rotation • Ability to work in the country where the role is based may be assessed during application

🏖️ Benefits

• Great Place to Work® certified employer • Well-being, inclusion and development support • Continuous learning and career development opportunities • Accessible application process and adjustments or accommodations • Global impact opportunities • Culture that celebrates diversity and empowers every individual • Bonus offered

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