Graduate Product Support Analyst

1 week 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
Our Graduate Program is designed to support local talent and promote diversity in the workplace. We are therefore seeking applications from South African citizens aged 18 to 25, with no prior work experience, who belong to previously disadvantaged demographic groups.
Please note that only short-listed candidates will be contacted for further steps in the selection process.
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.
- Application Support: Gain experience in resolving application issues and ensuring continuous service for clients.
- 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’ businesses so that they can work better, every day. Iress is one of Australia’s largest technology companies and employs more than 1900 people across Asia Pacific, North America, Africa and UK & Europe.
Our employee benefits are some of the best in the industry, supporting our people at every life stage. It means we work smarter, happier, and healthier with long weekends, flexible ways of working, generous parental leave, opportunities to participate in our local community initiatives and a connected team culture.
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. Even if you feel you don’t meet all of the requirements of the role, we would still like to hear from you
#LI-Hybrid

Employment Type
Employee
Time Type
Full time

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