Customer Support Representative - Admin Services

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. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs more than 1,100 people across Australia, the United Kingdom, Africa, Canada, New Zealand and Asia.

Be the person who helps great customer service happen behind the scenes. Join our Wealth Management Customer Support team and keep the essential administration moving for our Customer Sales, Success, Service and Support teams.

From customer and user set-up to billing, licensing and incident follow-up, you’ll bring care, accuracy and responsiveness to work that helps clients get the support they need. Based in Sydney, Melbourne or Brisbane (preferred), you’ll work across a varied role where strong organisation and a passion for solving problems make a real difference.

• Managing customer administration requests, including new user set-ups, licences and market data permissions, and checking licences are applied accurately.
• Preparing monthly customer billing and invoices, resolving exceptions where appropriate.
• Supporting user administration and identity verification for password reset requests.
• Prioritising incidents, escalating them with the right information and tracking them through to resolution.
• Confirming completed requests and setting clear expectations about process and timing.
• Coordinating monthly data and reports to help Customer Success have proactive conversations with clients.
• Maintaining high-quality administration and finding ways to make processes more efficient.

• A strong customer-service mindset and clear, professional written and verbal communication.
• Excellent organisation and time management, with the ability to prioritise in a fast-paced environment.
• A sharp eye for detail and a genuine interest in troubleshooting and resolving issues.
• Confidence working autonomously while contributing to a collaborative team.
• Advanced Google Workspace skills, including Microsoft Word and Excel.
• Intermediate experience with Sales Cloud (Salesforce) and data analytics tools such as Databricks and Salesforce CRM Analytics.

• 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 LinkedIn Learning

Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs, and everyone’s uniqueness is valued and celebrated.

Our hiring decisions are never based on sexual orientation, race, gender identity, religion, disability, citizenship, marital or family status, or age. Even if you feel you don’t meet all of the requirements of the role, we would still like to hear from you!

We’re also proud to be globally recognised as a WORK180 Endorsed Employer that promotes and supports all women in the workplace.

For more information about what we do, our people and values, please visit Iress Careers.

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