Graduate Product Support Analyst at Iress

Accountabilities & Deliverables

Client Support and Query Resolution:

• Learn to provide first-line support by addressing client inquiries and troubleshooting product-related issues.
• Develop skills to manage client relationships by maintaining clear and professional communication.
• Use the company’s ticketing system to log, track, and document support cases accurately.

Technical Learning and Problem Management:

• Participate in hands-on training sessions to build your understanding of our trading and market data products.
• Learn to perform basic root cause analysis, escalating unresolved issues to senior team members when needed.
• Collaborate with internal teams, such as Product, Engineering, and Implementation, to work on client issues and learn the product suite.

Documentation and Process Improvement:

• Assist in creating and updating support documentation, FAQs, and troubleshooting guides.
• Participate in team discussions to understand feedback from clients and suggest improvements to enhance support processes.

Team Collaboration:

• Work closely with team members to meet support team goals, including client satisfaction and timely issue resolution.
• Attend cross-functional meetings to learn about product updates, ongoing client feedback, and any enhancements or changes.

Qualifications and Certifications

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (required)
• Demonstrated interest and foundational understanding of financial services, trading, and market data (preferred)