Graduate Product Support Analyst

1 month ago

Johannesburg, South Africa Iress Limited Full time

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

Join us in shaping the future of financial services in Southern Africa

Are you ready to kickstart your career in financial services technology?
We’re looking for a Graduate Product Support Analyst to join our Trading and Market Data team. Here, you'll play a vital role in supporting clients by troubleshooting and resolving issues to ensure they have a seamless experience with our trading and market data services.

What’s in It for you?

You’ll receive extensive on-the-job training and mentoring, allowing you to deepen your technical skills while learning about the fintech landscape. This role is perfect for those who thrive in problem-solving environments and are excited to work closely with clients to make an impact.

What we’re looking for

If you’re adaptable, committed to delivering outstanding support, and excited by the opportunity to learn and grow, we’d love to meet you. Join us in building the future of financial services with a team that values going beyond, acting smart, and winning together

Role Overview

As a Graduate Product Support Analyst, you’ll join our dynamic Trading and Market Data team, where you’ll receive hands-on training and support as you learn the essentials of technical and product support. You’ll help ensure our trading and market data services run smoothly for clients by learning to respond to support queries, troubleshoot issues, and collaborate with teams across Iress. This role is perfect for those with a passion for financial technology and a drive to deliver outstanding service.

Throughout this 12-month graduate program, you’ll develop the skills needed to resolve client issues effectively, deliver timely solutions, and enhance the client experience. You’ll work closely with experienced team members, progressively taking on responsibilities as you build your technical knowledge and client service skills. This role may occasionally involve after-hours work to support critical deployments.
Our aim is to offer permanent employment to graduates who excel in their role and add value to our team.

Accountabilities & Deliverables

Client Support and Query Resolution:
- Learn to provide first-line support by addressing client inquiries and troubleshooting product-related issues.- Develop skills to manage client relationships by maintaining clear and professional communication.- Use the company’s ticketing system to log, track, and document support cases accurately.

Technical Learning and Problem Management:
- Participate in hands-on training sessions to build your understanding of our trading and market data products.- Learn to perform basic root cause analysis, escalating unresolved issues to senior team members when needed.- Collaborate with internal teams, such as Product, Engineering, and Implementation, to work on client issues and learn the product suite.

Documentation and Process Improvement:
- Assist in creating and updating support documentation, FAQs, and troubleshooting guides.- Participate in team discussions to understand feedback from clients and suggest improvements to enhance support processes.

Team Collaboration:
- Work closely with team members to meet support team goals, including client satisfaction and timely issue resolution.- Attend cross-functional meetings to learn about product updates, ongoing client feedback, and any enhancements or changes.

Qualifications and Certifications- Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (required)- Demonstrated interest and foundational understanding of financial services, trading, and market data (preferred)

Skills and Competencies

Throughout the program, you’ll develop and demonstrate the following skills:
- Client Service Support: Learn how to provide client-focused support, addressing routine issues and escalating complex ones.- Problem Management: Develop your ability to investigate problems, documenting and communicating findings clearly.-
- Communication: Learn to convey technical information effectively to clients and colleagues, while understanding client feedback.- Analytical Thinking: Develop skills to analyse issues, recognize patterns, and participate in solution development.- Client Focus: Show dedication to high-quality client service.- Teamwork: Collaborate effectively within a team to meet shared goals.- Adaptability: Learn to adjust to changing situations, product updates, and new information.- Adaptability: Shows flexibility in response to changing situations and new information

About Iress

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’ busines

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