Support Analyst
3d ago

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

Who we are

At IRESS, 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.

From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day.

IRESS is one of Australia’s largest technology companies and employs more than 1,900 people across Australia, United Kingdom, South Africa, Canada, New Zealand and Asia.

The role

You will provide a first class service to ensure retention of both new and existing accounts and support to clients both internally and externally.

This is achieved by effectively communicating 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.

What you will be doing

  • Assisting with the training of new members of staff and with ongoing training for existing staff members
  • Identifying trends in client queries which can be used to provide feedback to the Development process
  • Assisting with the creation of training and support documentation (e.g. FAQs, Knowledge Base Articles) for use by clients and staff, and sharing knowledge and best practise with colleagues.
  • Capturing feedback from client contacts to provide evidence of where improvements are required as well as where praise is due
  • Performing tasks as requested by the Client Services Management team
  • Providing feedback to Client Services Management team on client, product and departmental issues
  • Assisting the Client Services Management team where necessary
  • What you will need

  • Integrity and honesty, with the ability to use own initiative
  • Excellent communication skills at all levels, both verbal and written
  • Relationship building at all levels of the organisation and externally
  • Self-motivation and commitment to the business gets things done
  • Attention to detail / Analytical thinker
  • The ability to work under pressure and tight timescales
  • Excellent people skills with good negotiation skills
  • Good overall knowledge of the Iress product range
  • The ability to learn and gain new skills in relation to I.T., Financial Services and Management issues
  • Global opportunities

    Casual dress, flexible work policy

    Access to learning and development programs

    Health Benefits including Private Medical Insurance

    IRESS Community

    3 days’ leave per year for charity initiatives

    Cycle to Work scheme

    25 days holiday plus Bank Holidays

    Profit Share Plan

    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.

    Full time

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