|Job Type:||Full Time|
See yourself being part of a large, transformational change? This could be the role for you!
See yourself being part of a large, transformational change? This could be the role for you.
Who we are
At Iress, 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. From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day.
Iress is one of Australia’s largest technology companies and employs more than 1,900 people across Australia, United Kingdom, South Africa, Canada, New Zealand and Asia.
Proactively support our clients by providing superior customer service. Effectively communicate with clients and internal teams to appropriately investigate and analyse client application issues, and to use initiative and creative problem solving to offer viable resolutions.
What you will be doing
Provide a first point of contact for all inbound communications
Log and document all client incidents and requests in line with defined standards
Actively listen, probe and analyse 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 prioritise incidents during the triage process in line with defined standards
Effectively liaise and collaborate with team, and relevant internal departments to gather and analyse 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 will need
Excellent verbal and written communication skills, and the ability to interact with a wide range of people from diverse backgrounds
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
Professional and collaborative manner when dealing with external/internal partners and clients
Why work with us
Casual dress, flexible work policy
Access to learning and development programs
3 days’ leave per year for charity initiatives
Global 36-hour hackathon
Table tennis, pool tables, meditation rooms
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.