Product Support Analyst

2 months ago

Johannesburg, South Africa Iress Limited Full time

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 2,300 people across Australia, United Kingdom, Africa, Canada, France, New Zealand and Asia.

Role Purpose
We're looking for a Client Service professional to join our Product Support team to provide first-class service and support to our clients. You'll act as a key contact for our clients on any issues or queries they may have with our software and will work hand in hand with a variety of teams across Iress to help bring forward a solution, focusing on delivering first class customer service.

This is a great opportunity to develop a rewarding career within IT support or financial services, joining a dynamic, supportive and high performing team.

Your objectives and responsibilities will focus on...- Providing excellent client service and support to internal and external stakeholders- Taking ownership of all client service requests and follow through to resolution- Assisting with the training of new members of staff- Identifying trends in client queries which can be used to inform the development process- Assisting with the creation of training and support documentation (e.g. FAQs, Knowledge Base Articles) for use by clients and staff- Capturing feedback from client contacts to inform continuous improvement activities- Assisting the Product Support Management team where necessary

To be successful in this role you will

Have experience within a client/customer service, support or helpdesk role, any experience or exposure to the financial services industry is preferable but not essential as full training across our products will be available. As a client support professional you will have excellent all round communication skills, with a natural ability to build relationships at all levels both internally and externally. You will be self-driven, highly motivated and able to use your own initiative. You will demonstrate accountability and ownership of your work, able to prioritise, plan and organise your workload to meet deadlines in a fast paced environment. In return, this role will give you the opportunity to learn, grow and forge a successful career in a highly successful business.

Why work with us?

Join us in shaping the future of financial services in Southern Africa.
Our mission is to provide locally relevant technology, backed by exceptional service and support, empowering our clients in trading, market data, advice, and investment management to deliver their best.

If you’re passionate about financial technology and excited to create solutions that drive the future of the industry, this is the place for you. We’re seeking innovative problem-solvers who are eager to grow their skills and capabilities. If you're driven by delivering outstanding service, thrive in a collaborative environment, and want to make a real impact, you’ll find a fulfilling career with us.

Our culture is rooted in values of going beyond, acting smart, and winning together, with adaptability, accountability, and inclusivity at the heart of everything we do. We offer industry-leading benefits that support you at every stage of life, including long weekends, flexible working, generous parental leave, and a connected team culture.

We’re excited to build the future of fintech—come be a part of it
- #LI-Hybrid_

Employment Type

Employee

Time Type

Full time

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