Product Support Analyst Job at Iress Limited – in Johannesburg, Gauteng
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 is a Product Support Analyst to provide 1st Line Iress Product support to end-users.
What you will be doing
Strive for “first call resolution” in every instance.
Communicate effectively (both internally and externally and ensure clients are appraised of status of queries and their expectations are managed at all times.
Meeting client specific SLA’s.
Ensuring you are trained and your skillset is kept up to date with the latest XPLAN product features and functionality.
Keeping abreast of version releases, release notes and changes.
Collaborating with team members to resolve cases constantly and efficiently.
Communicating relevantly to interdependent parties and stakeholders to ensure awareness of severe issues.
Full adoption of and adherence to team processes and protocols to ensure delivery of a consistently predictable, structured, professional service to clients and stakeholders.
Staying in touch with industry regulatory/legislative changes; trends/movements; movements in Insurance industry related products and Competitor products and activities.
Ensure compliance with operational processes and procedures at all times.
Ensure that all service requests are managed against service delivery processes, procedures, expectations and requirements.
Monitor the Service Desk application for service requests assigned to the queue and ensure that all telephonic service requests are accurately logged in the Service Desk application.
Take ownership of all client service requests and follow through to resolution or alternatively, where required, follow formal escalation procedures and communication protocols.
Maintain awareness of service requests that are open and escalate to management where sufficient progress has not been made.
Ensure personal skills and knowledge base is commensurate with delivering a superior service at all times and remains aligned with product developments and enhancements.
Leverage the support knowledge base for resolution of known issues.
Provide quality user’s support and training on Iress’ product suite of products.
Driving the user adoption of new applications and/or process to new users.
Taking responsibility that users are proficient on Iress product and comfortable with all functionality and using the software to its fullest capability.
Communication of and training on product enhancements and upgrades.
Understand account set ups and login configurations.
Regular user visits as per engagement model.
Focus on client satisfaction.
Provide client feedback internally.
Ensuring a great user experience.
What you will need
IT or Engineering Qualification
Subject Matter Expert in assigned product Suite
Basic Database Administration Knowledge and Experience (SQL)
Why work with us
Casual dress, flexible work policy
Access to learning and development programs
Young, diverse workforce
3 days’ leave per year for charity initiatives
Global 36-hour hackathon
Pause areas, Table tennis, Games room, Showers, Friday afternoon drinks
Close access to shopping centers
Active Sports & Social and CSR events
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.
Company: Iress Limited –
Company Location: Johannesburg, Gauteng