Company Overview

IRESS is a principal global supplier of share market and wealth management systems producing innovative, sophisticated solutions.
Open channels of communication keep us focused and informed across the entire business. We strive for excellence in our relationships with clients and industry bodies alike. We are client-driven, responsive and promote a culture that supports working with our clients and the industry to face challenges and keep pace with industry developments.

Role Purpose:

IRESS SA requires a Client Service Representative with a passion for ensuring client satisfaction through delivering professional service and resolving technical queries, to join the Financial Markets Trading Client Services Team.

You will be responsible for 1st Line support including the logging, tracking, resolution and updating of client service requests.

Accountabilities & Deliverables:

? Provide support and technical assistance for incoming queries and issues related to Iress Financial Markets Front End Software Applications, telephonically, via e-mail or remote access – to a sophisticated and complex client environment.
? Strive for “first call resolution” in every instance.
? Communicate effectively (both internally and externally and ensure clients are appraised of status of queries and their expectations are managed at all times
? Ensure compliance with operational processes and procedures at all times:
? Ensure that all service requests are managed against service delivery processes, procedures, expectations and requirements
? Monitor the Service Desk application for service requests assigned to the queue and ensure that all telephonic service requests are accurately logged in the Service Desk application.
? Take ownership of all client service requests and follow through to resolution or alternatively, where required, follow formal escalation procedures and communication protocols.
? Maintain awareness of service requests that are open and escalate to management where sufficient progress has not been made.
? Conduct Morning Checks across all Iress Financial Markets Software Applications to ensure integrity of production trading systems
? Ensure personal skills and knowledge base is commensurate with delivering a superior service at all times and remains aligned with product developments & enhancements:
? Leverage the support knowledge base for resolution of known issues.


Key Relationships:

? Will be required to interact directly with clients.
? Will be required to interact internally with Support & Implementation, Business and Product teams.


Core Skills, Knowledge and Attributes:

? Matric
? IT Degree or Diploma (Windows, Networks, SQL, etc.) beneficial
? Experience in implementation and troubleshooting of financial markets solutions (e.g. JSE Functions) will be beneficial
? Basic SQL understanding beneficial
? Microsoft Office
? Communication Skills.
? Problem Solving Skills.


Key Competencies:

? Flexibility: a talent for adjusting quickly to rapid change with a strong sense of urgency and ability to work well under pressure
? Interpersonal skills: the ability to work well with people at all levels, whilst being obsessive about client service and satisfaction
? Based on an understanding of the importance of excellent client service, have the ability to deliver such service excellence, consistently
? Team Player
? Analytical Abilities: an eye for detail, in both a general and technical context
? Communication: an ability to communicate clearly and confidently in an international environment with excellent telephone, written and soft skills
? Dedicated to achieving goals
? Commitment to continuous professional and personal development – expanding knowledge base at every opportunity
? Personality: positive-thinker, with initiative, drive and an enthusiastic self-starter

Note: Will be required to work shifts (including after hours, public holidays and weekends)

Due to high number of applicants we will not be able to contact each applicant personally. Should you qualify for a currently open position, we will contact you promptly. Should you not hear from us within a period of two weeks from date of application, it means that a position that matches your qualifications and skills is not available at this time.

Appointments will be made in accordance with IRESS’s Employment Equity Plan and other applicable legislation.

Work at IRESS:
IRESS always prefers to recruit candidates directly and believes in promotion, internal progression and development for all of our staff as a first port of call when filling vacancies.

IRESS Preferred Suppliers:
To facilitate a fair and equitable recruitment process for candidates, we do not review any applications nor take cold calls from agencies outside of our Preferred Suppliers List. IRESS is not responsible for any fees related to unsolicited CVs.