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Product Support Analyst


See yourself being part of a large, transformational change? This could be the role for you At Iress, we make things happen 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. More than 10,000 businesses and 500,000 people use our software, from the world's most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers.

Iress is one of Australia's largest technology companies and employs more than 2,500 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia. Build your career at Iress We have 5 full-time opportunities within our Product Support Analyst team that is responsible for supporting our award-winning financial planning and trading software. You'll support a range of clients including some of the largest financial institutions.

As the main point of contact for our users, you'll apply your customer service and creative problem solving skills to help troubleshoot any issues our users encounter. You'll have the full support from your team and Team Leader as well as the opportunity to collaborate with other internal teams to investigate, analyse and solve a variety of software application issues. If you are a Business/Commerce or IT Graduate who is ready to start their career, or have experience within the Financial Services or Tech industry - we would love to hear from you Some of the awesome things you'll be involved with: 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 Continually develop analytical and troubleshooting skills What you will bring: 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 kn.


Date27 August 2023

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