Customer Support Representative

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

*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*
Iress has a strong client service ethos and prides itself on being a client driven, responsive company, able to proactively assist wealth management businesses by providing solutions.

The Customer Support Representative - Administration Services in our Customer Support Team is the primary point of contact for administrative tasks associated with supporting our Customer Sales, Success, Service and Support teams managing a variety of tasks from both internal and external stakeholders.

*Some of the amazing things you'll be involved in:*

• Revenue Administration: Administer revenue-related customer requests, such as new user setups, new licenses, and market data permissions, using internal revenue and licensing systems.
• Billing and invoicing: Prepare monthly billing and invoicing for customers, removing exceptions where appropriate.
• Customer termination management: Manage and execute customer termination requests, ensuring a positive offboarding experience.
• Licensing accuracy: Ensure customer licenses are applied at the correct price points.
• User administration: Perform user administration activities associated with Iress managed sites.
• Identify verification: Provide identify verification for user administration password resets upon customer requests.
• Incident prioritisation: Prioritise incidents appropriately during the triage process in line with established standards.
• Incident escalation: Escalate incidents with appropriate information as per defined standards and actively track escalated incidents to resolution.
• Request Confirmation: Confirm completion of customer requests and provide standard guidelines related to the request, including availability time frames.
• Data Coordination: Coordinate monthly data and reports to assist Customer Success in conducting proactive customer discussions.
• Quality Maintenance: Maintain a high standard of quality in all administrative work.
• Customer service delivery: Utilise strong verbal and written communication skills to deliver excellent customer service.
• Process Streamlining: Streamline administrative processes to increase efficiency and productivity.
• Skill development: Continuously develop analytical and troubleshooting skills.

What You Will Bring

• Strong communication skills (verbal and written).
• Strong time management skills with the ability to prioritise tasks in a fast paced environment.
• Passion for troubleshooting.
• Advanced use of GSuite, as well as MS Word and Excel.
• Intermediate use of data analytics tools including Databricks and Salesforce CRM Analytics.
• Intermediate use of Sales Cloud (Salesforce).
• Tertiary qualification in Business, Information Technology, Commerce, Economics, or Finance is highly desirable.

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 -
Employment Type
Employee

Time Type
Full time