Support Officer - Wealth Management

Summary about this job

Detail information about job Support Officer - Wealth Management. Terms and conditions vacancy

• Supporting top financial institutions on our award-winning product - XPLAN
• High growth Fintech that has doubled in size in the last 5 years
• Brand new office near the harbour in Barangaroo, Sydney

About IRESS

IRESS is a leading financial technology businesses. Founded in 1993, we operate across 17 offices in 6 countries. We design, develop and deliver technology solutions for the financial services industry in Australia, New Zealand, the United Kingdom, South Africa, Canada, and Asia.Whether our clients trade on global financial markets, manage investments, provide mortgages or help people plan their financial future and protect their family, they rely on our software and our team to help deliver the right outcomes for their business and their clients. With a solid financial track record, we continue to grow and adapt to meet the complex and changing needs of our clients. 

About the role

As a Support Officer, you'll our team responsible for supporting our award-winning financial planning product – XPLAN. It's been rated the number one financial planning product for the tenth consecutive year, being used by most of the Australian Financial Planning market.

With a proactive approach, you'll support a range of clients which includes some of the largest and high profile financial institutions in the country.  Being the main point of contact for our customers, you'll use your service and solid communication skills to create a first-class experience for our users. You'll collaborate with internal teams to investigate, analyse and solve a variety software application issues.

Duties include: -

• Actively own and track escalated incidents
• Log and document all client incidents and requests in line with defined standards
• Use your initiative and creativity to determine viable incident solutions, and follow through to resolution as required
• Contribute to the management of support issues whilst ensuring adequate phone queue coverage
• Appropriate escalation of priority and complex issues to 2nd level staff and other departments
• Bring new ideas as we continue to innovate and improve the service desk function
• Continually develop your client service, analytical and troubleshooting skills
• You'll be offered full training for your first 6 months with a mix of software product training, buddying up, hands on one on one coaching and mentoring.
• Enjoy views of the harbour from our brand new Barangaroo office. Includes collaborative working spaces, games area, meditation room and café.

Being part of one of Australia's fastest growing Fintech's (doubled in size in the last 5 years), they'll be plenty of opportunities to develop a variety of skills. This includes product knowledge, client facing skills and the ability to mentor other members of the team. Longer term, you'll have the opportunity to progress your career in Support or other departments in IRESS.

Role Requirements

• A keen interest in financial planning and/or technology
• Proven strong customer service skills
• Understanding of browsers and internet applications.

Previous experience in a similar role as a Service Desk Analyst, Helpdesk Analyst, Customer support etc. would be advantageous.

Looking for an opportunity to make a difference within one of Australia's most successful technology provider for the Financial Services industry? Please apply, we look forward to hearing from you.

Culture

We recognize and reward hard work and celebrate our successes over a Friday afternoon drink and at various socials throughout the year. We don't sweat the small stuff either, our dress code is as relaxed as we are. As well as local charity events and initiatives, we hold global days and activities to make the most of our global strength and diversity. This includes a yearly global hackathon! We may be one of the largest financial software providers, but we haven't forgotten our roots; we've kept the entrepreneurial spirit and agility that defined our early years - it's something we continue to look for and admire in our people.

Benefits

• Subsidized health insurance
• 3 days leave per year to participate in charity initiatives
• Access to various learning and development programs.
• 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.

We are an equal opportunity employer and embrace diversity at IRESS. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.