Product Support Analyst

See yourself being part of a large, transformational change? This could be the role for you!

At Iress, we make things happen

We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs more than 2,000 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

Build your career at Iress!
 

Proactively support our clients by providing superior customer service. Effectively communicate with clients and internal teams to appropriately investigate and analyse client application issues, and to use initiative and creative problem solving to offer viable resolutions. 

Some of the awesome things you’ll be involved with:

• Front-line primary technical support to end users on various technical issues and problems relating to hardware and software and documenting business requirements for problem prevention 

• Provide a rst point of contact for all inbound communications. 

• Log and document all client incidents and requests in line with dened standards 

• Actively listen, probe and analyse incident information to ensure all pertinent information is gathered 

• Use strong verbal and written skills to deliver excellent customer service 

• Ensure adequate phone queue coverage in line with dened standards 

• Actively and appropriately prioritise incidents during the triage process in line with dened standards

• Effectively liaise and collaborate with team, and relevant internal departments to gather and analyse required incident information, use initiative and creativity to determine viable incident solutions, and follow through to resolution as required 

• Involvement in stakeholder management 

• Establish effective working relationships with team and key people in other departments

• Effectively escalate incidents with appropriate information in line with dened standards. 

• Actively own and track escalated incidents

• Proactively learn about the products and the applicable areas of the industry Continually develop analytical and troubleshooting skills 

• Continually develop analytical and troubleshooting skills 

 What you will bring:

• Excellent verbal and written communication skills, and the ability to interact with a wide range of people from diverse backgrounds 

• Strong team player with a willingness to share ideas and knowledge 

• Effective time management and organisational skills

• Self-motivated and proactive approach to work and professional development 

• Ability to learn new information quickly, and to confidently apply learnings 

• Ability to multi-task and remain calm working in a fast-paced environment 

• Ability to use initiative, be proactive and creative in solving client issues/incidents 

• Professional and collaborative manner when dealing with external/internal partners and clients 

Why work with us?
 

• 8 additional paid days per year to extend your weekends

• Hybrid working

• Generous cash bonus for every successful referral 

• Starting school leave - 8.5 days of leave to assist your children with the transition to school

• Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work

• 3 days’ paid leave per year to participate in charity initiatives

• Discounted health insurance premiums

• Access to learning and development programs through Udemy

Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs and everyone’s uniqueness is valued and celebrated. 

Our hiring decisions are never based on sexual orientation, race, gender identity, religion, disability, citizenship, marital or family status and age. Even if you feel you don’t meet all of the requirements of the role, we would still like to hear from you! 

We’re also proud to be globally recognised as a WORK180 Endorsed Employer that promotes and supports all women in the workplace. 

For more information about what we do, our people and values, please visit our website - https://www.iress.com/join-us/careers/

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Employment TypeEmployee

Time TypeFull time