Technical Support Analyst

Technical Support AnalystIRIS 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 ResponsibilitiesAnalyze and resolve support cases using Salesforce Service CloudTroubleshoot software, hardware, and third-party integrationsDevelop custom scripts using Swipeclock’s proprietary language to tailor solutions to client needsProvide API interface and SaaS application supportProperly document issues, resolutions, and workflow updatesContribute to knowledge base development and documentation improvementsAssist internal teams with escalations and advanced troubleshootingParticipate in holiday and weekend on-call rotationsWhat We’re Looking ForStrong problem-solving skills and a passion for helping customersClear and professional verbal and written communication skillsAbility to explain complex technical concepts to non-technical usersProgramming experience (minimum 1 year required)At least 2 years of customer service experienceUnderstanding of SaaS applicationsExperience with APIs and third-party integrations (preferred)Basic networking knowledge (preferred)Proficiency in Microsoft Office and Salesforce CRMEducation: Completion of two years of college-level coursework in Computer Science, Information Technology, or a related field — or equivalent professional experience.