Support Analyst

4 weeks ago

Sydney, New South Wales, Australia Iress Full time

Are you looking for a challenging role that combines customer support with financial expertise? Iress, a leading technology company in the financial services industry, is seeking a Customer Support Analyst to join its team.

Company Overview

Iress is one of Australia's largest technology companies, employing over 2,000 people across multiple countries. We have been trusted by thousands of businesses and millions of users worldwide to deliver innovative solutions that help them perform better every day.

Job Description

The Customer Support Analyst will be responsible for providing exceptional support to our clients, who are some of the largest financial institutions in the world. You will act as the main point of contact for our users, using your excellent customer service and problem-solving skills to troubleshoot any issues they encounter.

You will work closely with our internal teams to investigate, analyze, and resolve various software application issues. This is an exciting opportunity to build your career in a dynamic and fast-paced environment.

Key Responsibilities:

  • Provide first-class customer support to our clients
  • Log and document client incidents and requests according to defined standards
  • Analyze incident information to ensure all relevant details are gathered
  • Deliver exceptional customer service through strong verbal and written communication skills
  • Prioritize incidents during the triage process according to defined standards
  • Liaise with team members and internal departments to gather information, determine viable solutions, and follow through to resolution
  • Escalate incidents with appropriate information according to defined standards
  • Own and track escalated incidents proactively

Required Skills and Qualifications:

  • Relevant qualifications in Financial Planning, Economics, or Finance (preferred)
  • A keen interest in Financial Planning
  • Excellent verbal and written communication skills
  • Strong troubleshooting skills and methodology
  • Strong team player with a willingness to share ideas and knowledge
  • Effective time management and organizational skills
  • Self-motivated and proactive approach to work and professional development

Benefits:

  • $80,000 - $110,000 per year, depending on experience
  • Holiday leave and paid annual leave
  • Genuine hybrid working arrangement, flexible start and finish times, flexible hours, compressed workweeks, telecommute options
  • Generous bonus structure based on individual and business performance, up to 5% of base salary per quarter
  • Employee assistance program: Employee Assistance Program (EAP) provides confidential support for staff experiencing personal difficulties and barriers to achieving their goals
  • Wellness programs: Fitness challenges, 'Free Fridays' afternoons at certain sites, wellness workshops and training sessions
  • Professional Development: Opportunities for learning and growth through mentorship, coaching, job rotation, secondments, career transition program, external education programs, tuition reimbursement, certifications, conference sponsorships, training courses and online learning platform access

About Iress

We value diversity and inclusion at Iress and believe that everyone should feel welcome and valued. Our hiring decisions are never based on personal characteristics such as sexual orientation, race, gender identity, religion, disability, citizenship, marital status, or age. If you're passionate about financial services and want to build a rewarding career, we encourage you to apply.

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