Product Specialist - Xplan
Location: Remote - UK/EU only
Job Type: Full time
See yourself being part of a large, transformational change? This could be the role for you!
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.
As a Product Specialist you will provide 2nd line support with a particular focus on our financial planning and wealth management software,Xplan. You will help improve customer satisfaction and increase customer loyalty as well as support front line support teams whilst ensuring client SLA’s are met. Our Product Specialist's work closely and collaboratively with numerous stakeholders, both internally and externally on a daily basis in order to deliver technical support when requested.
What you will be doing
Provide technical 2nd line support for Iress products and services, in particular Xplan
Reduce failure demand and provide analysis of common issues being raised
Support and deliver against team service levels and customer SLA’s
Increase the quality of support skills to improve diagnosing and fixing software issues
Work closely with software development teams, improving knowledge and technical skills ensuring product support teams have the ability to support any new product software developments
Working with client solutions team when required to understand new client designs
Exceed customer expectations, providing excellent customer service and support
To help identify and implement process improvements
Assist with the training of 1st line support
What you will need
You will have core work experience within a helpdesk or client support role, ideally within financial services or a fintech environment. Knowledge of Xplan would be ideal. You will be a collaborative, team player with a natural problem solving ability and technically astute. A client focused approach will be key to this role as well as exceptional communication skills, flexibility and a pro-active nature. You will be self-motivated, have the ability to liaise with stakeholders at all levels with an analytical mindset.
Why Work With Us?
Competitive base salary
25 days annual leave plus bank holidays
6 additional paid days per year to extend your weekends
Free on-site gym in our Cheltenham office open 24/7
Casual dress, flexible work policy
Access to various learning and development programs
3 days’ leave per year for charity initiatives
Global 36-hour hackathon
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