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Support Analyst


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

Iress is continuing to hire for roles during Covid-19 with all interviewing and on-boarding done virtually. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

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

As a Support Analyst working within our Client Services team, you will provide first-class service and support to our clients, acting as a key contact for them on any issues or queries they may have with their accounts or our software. You will be working closely with a variety of teams across Iress, working together to help solve any problems they may have in a professional and efficient manner, focusing on delivering the best service possible. This is a great opportunity to start a career within IT support or financial services and you will join a fast-paced, supportive and high performing team.

What you will be doing
  • Communicating with our clients through phone and email to respond to any issues or queries they may have, as well as capturing feedback from them to provide evidence of where improvements may be required
  • You will assist in the creation of training and support documents for use by our clients and internal teams and share knowledge and best practices with your colleagues.
  • Once you're up and running in the role yourself, you will get involved in training and supporting new members of the Client Services team, passing on the product knowledge you've learnt along the way
  • Working to set SLA's, you will take a proactive approach to your workload, prioritising tasks to ensure client queries are resolved efficiently

What you will need
  • You will have excellent communication skills and a passion for delivering great customer service
  • Problem-solving skills are key and you will be someone who enjoys getting to the bottom of a problem and coming up with a practical solution
  • An interest in IT and technology is essential and you will be quick to pick up new systems and software
  • You will have a background in providing customer support, with a strong telephone manner and demonstrable experience of working to and achieving set targets and goals
  • Enthusiasm and a positive attitude is key to the success of this role! You will be comfortable working as part of a fast-paced team and understand the importance of delivering excellent customer service.

Why work with us
  • Competitive remuneration
  • Global opportunities
  • Casual dress, flexible work policy
  • Access to learning and development programs
  • Health Benefits including Private Medical Insurance
  • Iress Community
  • 3 days' leave per year for charity initiatives
  • Global 36-hour hackathon
  • Cycle to Work scheme
  • 25 days holiday plus Bank Holidays
  • Profit Share Plan
  • 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

Time Type
Full time

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Warwick, England, Warwickshire, CV34, United Kingdom

  • Ad ID:  14795945
  • Ad Type:  Offered
  • Posted on:  30/06/2020, 12:44
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