Product Support Specialist

4 weeks ago

Sydney, New South Wales, Australia Iress Full time

At Iress, we're committed to helping our clients succeed in the financial services industry. As a Product Support Specialist, you'll play a crucial role in ensuring our award-winning financial planning software, Xplan, meets the needs of our clients.

Key Responsibilities:

  • Provide exceptional customer service to our clients, resolving issues and answering questions in a timely and professional manner.
  • 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 members 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 members 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.

Requirements:

  • 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 organizational 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.

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 recognized 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.

#LI-Hybrid

Employment Type

Employee

Time Type

Full time

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