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Support AnalystIress · Melbourne
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Iress

company page ↗ Visa Sponsoring Company

Support Analyst

✓ This company has sponsored visas before. The posting doesn't say so, but it's still worth applying.

🗓️ Posted 2026-09-17 Melbourne Full-time Hybrid ICT
💰 Salary Not shared 📊 Market A$2–A$2,027/mo
Work type: Hybrid Employment: Full-time

About the Company

Iress is one of Australia's largest technology companies, founded in 1993. We make technology that helps people in financial services perform better every day. More than 10,000 businesses and 500,000 people use our software, including the world's most iconic financial services brands, advice firms, banks, insurers, investment managers, traders and brokers. Iress employs more than 1,100 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

About the Job

You will be responsible for supporting our clients by providing superior customer service. You will effectively communicate with clients and internal teams to appropriately investigate and analyse client application issues, and use initiative and creative problem solving to offer viable resolutions. You'll have 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.

Role & Responsibilities

  • ● 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
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  • ● 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

Requirements

Education

  • ● Ability to use initiative, be proactive and creative in solving client issues and incidents

Skills

  • ● Excellent verbal and written communication skills, and the ability to interact with a wide range of people from diverse backgrounds
  • ● Strong troubleshooting skills and methodology
  • ● Strong team player with a willingness to share ideas and knowledge
  • ● Effective time management and organisational skills
  • ● Self-motivated and proactive approach to work and professional development
  • ● Ability to learn new information quickly, and to confidently apply learnings
  • ● Ability to multi-task and remain calm working in a fast-paced environment

Preferred (nice to have)

  • ● Relevant qualifications in either Financial Planning, Economics or Finance
  • ● A keen interest in Financial planning and/or Financial Markets

Benefits

  • ● 8 additional paid days per year to extend your weekends
  • ● Hybrid working
  • ● Generous cash bonus for every successful referral
  • ● Starting school leave - 8.5 days of leave to assist your children with the transition to school
  • ● 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
  • ● 3 days' paid leave per year to participate in charity initiatives
  • ● Discounted health insurance premiums
  • ● Access to learning and development programs through Udemy