About IRIS:

At IRIS, we empower businesses and professionals with world-class accounting, payroll, and practice management solutions. Our teams are passionate about delivering outstanding customer experiences and innovative products that make work easier and more efficient. As part of our growing support organization, you'll play a key role in ensuring our clients succeed with our software and services every day.

Position Overview:

The Customer Service Associate I serves as the first point of contact for customers using IRIS Practice Engine Information Management Software. This role is responsible for responding to product inquiries, troubleshooting issues, and delivering exceptional service through Salesforce Service Cloud.

Success in this role requires strong communication, problem-solving, and organizational skills, as well as the ability to learn technical concepts in a fast-paced, team-oriented environment. Customer Service Associates provide professional support for software installation, operation, and maintenance inquiries, ensuring customer satisfaction and long-term retention.

Key Responsibilities:

Respond promptly and effectively to incoming customer inquiries via Salesforce Service Cloud.
Log and document all customer interactions, including ticket creation, troubleshooting steps, actions taken, and resolutions.
Follow established troubleshooting procedures, ask clarifying questions, and identify root causes of issues.
Escalate complex issues to internal teams such as Billing, Sales, DevOps, Marketing, or Product Development when necessary.
Educate customers on system functionality and best practices to help them fully utilize product features.
Maintain ownership of assigned cases, providing timely updates and ensuring resolutions meet service standards.
Contribute regularly to the internal and external knowledge base to enhance team efficiency and customer self-service.
Participate in team meetings, special projects, and continuous improvement initiatives.
Adhere to company policies, performance standards, and codes of professional conduct.

Qualifications & Experience:

Education:

High school diploma or GED required
Associate's or Bachelor's degree preferred

Experience:

Required: Customer service experience in a fast-paced or high-volume environment (in person or via contact center)
Preferred: Experience in accounting or payroll, previous software support experience, familiarity with software/hardware/network troubleshooting

Technical Skills:

Strong verbal and written communication skills with the ability to explain technical concepts clearly
Basic understanding of computer hardware, databases, and networking fundamentals
Working knowledge of Microsoft Windows operating systems

Why Join Us:

Be part of a supportive and collaborative team dedicated to customer success
Gain experience with industry-leading accounting and payroll software
Opportunities for professional growth and development within a fast-growing organization

Technical Support Technician

Job Type