Product Support Analyst

Iress; Cheltenham; Hybrid; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading technology firm in Cheltenham is seeking a Support Analyst to provide outstanding support and build trusted relationships. You will handle client queries and collaborate to drive continuous improvement across products and services. Ideal candidates will have experience in support roles, strong communication skills, and an analytical mindset. The firm offers a dynamic workplace with a free on-site gym and flexible work policies, promoting a culture of inclusion and diversity.

Benefits

8 paid days to extend weekends

Free on-site gym

Learning and development programs

Generous parental leave policy

Qualifications

• Experience in a Support, Helpdesk, or Customer Service role, preferably in financial services.
• Strong ability to communicate technical concepts clearly.
• Attention to detail with a proactive team-first approach.

Responsibilities

• Provide outstanding client service and support to internal and external customers.
• Act as the first point of contact for client queries.
• Identify trends in client issues and provide insights to teams.

Skills

Client service

Communication skills

Analytical mindset

Problem-solving

IT systems knowledge

Job description

At Iress, we make things happenWe 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.**Build your career at Iress!**We’re looking for a Support Analyst to join our Client Services team, where you’ll play a key role in delivering first-class support, building trusted client relationships, and helping drive continuous improvement across our products and services.Some of the awesome things you’ll be involved with* Providing outstanding client service and support to both internal and external customers* Acting as a first point of contact for client queries and ensuring timely, high-quality resolution* Identifying trends in client issues and feeding insights back into product and development teams* Supporting the creation and maintenance of knowledge articles, FAQs, and training materials* Capturing client feedback to highlight opportunities for improvement and recognise what’s working well* Assisting with onboarding and ongoing training of new and existing team members* Collaborating closely with colleagues across Client Services to ensure a consistent and positive client experience* Supporting the Client Services leadership team with ad-hoc tasks and initiatives as requiredWhat you will bring* Experience in a Support, Helpdesk, or Customer Service role (financial services experience highly regarded)* Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly* A genuine passion for delivering excellent customer outcomes* Strong attention to detail with an analytical and problem-solving mindset* Ability to take ownership, work under pressure, and manage competing priorities* Confidence building relationships with clients and internal stakeholders at all levels* A proactive, team-first approach and willingness to learn new systems, products, and skills* Basic understanding of IT systems and financial services terminology, or a strong desire to develop this knowledge* 8 paid days per year to extend your weekends + 25 days annual leave* State-of-the-art offices* Free on-site gym in our Cheltenham office open 24/7* New Short-Term Incentive and Recognition program* Casual dress, flexible work policy* Access to learning and development programs through LinkedIn Learning* 3 days’ leave per year for charity initiatives* Starting school leave - 8.5 days of leave to assist your kids with the transition to school* Life Insurance & Private Medical* 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 workIress 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 -*#LI-Hybrid*## **Employment Type**Employee## **Time Type**Full time