Support Analyst

Last updated 10 minutes ago
Location:Melbourne
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.

The role ​

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

  • Competitive remuneration

  • Global opportunities

  • State-of-the-art offices

  • 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

  • Subsidised Myki

  • 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.


Employment Type

Employee

Time Type

Full time