Support Analyst

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 1,100 people across Australia, The United Kingdom, Africa, Canada, New Zealand and Asia.

Build your career at Iress! 

We’re looking for a Support Analyst to join our Global Trading & Market Data team, based in Melbourne.This is a fantastic opportunity for someone who is passionate about customer experience, enjoys problem solving, and wants to build a long term career in financial technology.

Some of the amazing things you’ll be involved in

• Being the first point of contact for our GTMD clients, delivering exceptional customer service across phone and digital channels

• Investigating, analysing and resolving client application issues using a structured yet creative problem-solving approach

• Logging, triaging and managing incidents and requests in line with defined service standards

• Actively prioritising and owning incidents through to resolution, including appropriate escalation where required

• Collaborating closely with internal teams across Support, Product, Development and Commercial to resolve complex issues

• Identifying trends in client queries and feeding insights back into product and development teams to drive continuous improvement

• Capturing and sharing client feedback — highlighting both opportunities for improvement and areas of excellence

• Building strong, trusted relationships with clients and internal stakeholders across the APAC region

• Continuously developing your product knowledge, analytical capability and troubleshooting skills within the trading and market data domain

What you will bring

• A genuine passion for delivering outstanding customer service

• Excellent verbal and written communication skills, with the confidence to engage a wide range of stakeholders

• Strong analytical thinking and the ability to investigate issues methodically and calmly

• A proactive, self motivated mindset with a strong sense of ownership and accountability

• The ability to multitask, prioritise and thrive in a fast paced, dynamic environment

• A collaborative, team first approach and a willingness to share ideas and knowledge

• High attention to detail, strong organisational skills and effective time management

• Curiosity and enthusiasm for learning new systems, products and industry concepts

• A professional, flexible and adaptable style when working with clients and internal partners

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 LinkedIn Learning

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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