Product Support Specialist

4 weeks ago

Sydney, New South Wales, Australia Iress Full time

Are you passionate about delivering exceptional customer experiences and resolving complex technical issues? We're seeking a skilled Product Support Specialist to join our team at Iress, a leading provider of financial planning software.

About the Role

As a Product Support Specialist, you will be the primary point of contact for our clients, providing timely and effective support for our award-winning financial planning software, Xplan. You will work closely with our internal teams to investigate, analyze, and resolve a variety of software application issues.

Key Responsibilities

  • Provide first-class customer service and support to our clients via phone, email, and other communication channels
  • Log and document all client incidents and requests in line with defined standards
  • Actively listen, probe, and analyze 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 defined standards
  • Actively and appropriately prioritize incidents during the triage process in line with defined standards
  • Effectively liaise and collaborate with team, and relevant internal departments to gather and analyze 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 defined 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

What You'll Bring

  • Relevant qualifications in either Financial Planning, Economics, or Finance is preferred
  • A keen interest in Financial planning
  • Excellent verbal and written communication skills, and the ability to interact with a wide range of people from diverse backgrounds
  • Strong troubleshooting skills / methodology
  • 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

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.

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/

#LI-Hybrid

Employment Type

Employee

Time Type

Full time

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