Product Support Analyst

At Iress, we make things happen

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 1100 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

Build your career at Iress!

We’re now looking for a Product Support Analyst to join our Product Support team, based in Toronto, on a full time, permanent basis.

This is a great opportunity for someone early in their IT support or financial services career who enjoys helping customers, solving problems, and working collaboratively across teams in a fast paced, service driven environment.

Some of the amazing things you’ll be involved in

• Acting as the first point of contact for client queries and software related issues

• Providing first line support across trading products in the financial markets and direct investing sectors

• Engaging with clients via phone, email, remote access tools, and the service portal

• Diagnosing issues, gathering key information, and prioritising and triaging incidents

• Escalating issues where required and owning them through to resolution

• Collaborating closely with internal teams locally and globally to resolve client issues

• Contributing to training and support documentation for internal and external use

• Sharing knowledge and best practices to strengthen the broader support team

• Supporting weekend industry tests and holidays on a rotational basis, once established

What you will bring

• Experience in customer support, ideally with a technical or systems focus

• Industry exposure within financial services or technology (or the ability to learn quickly)

• Strong verbal and written communication skills, with the ability to explain technical issues clearly to non technical users

• A calm, professional approach when handling issues in a high pressure environment

• Strong organisational skills and the ability to manage multiple tasks and priorities

• A proactive, collaborative mindset with a genuine focus on customer outcomes

• Confidence taking ownership of issues and following them through to resolution

• A willingness to continuously build product, technical, and troubleshooting capability

Why work with us?

• 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

• Gym membership discounts

• 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 and 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 our website - https://www.iress.com/join-us/careers/

At Iress, we believe in paying people fairly and clearly, with room to grow. This role has an annual salary range of $55,000 to $65,000 CAD, designed to support development, from learning and skill building in the early stages through to confidence, proficiency, and excellence over time.

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