Iress Limited Hiring for Product Support Analyst at Toronto, ON Full Time

*See yourself being part of a large, transformational change? This could be the role for you!
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*_Iress is continuing to hire for roles during Covid-19 with all interviewing and on-boarding done virtually. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.
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As a Product Specialist, you’ll coach and assist our frontline support team to improve the response capability of client queries with a focus of increasing first line resolution. You’ll respond to complex support queries from frontline teams, product specialists and project teams globally and work with Product and Technology teams on data driven strategies to identify and reduce areas of the application leading to high failure demand.

As the subject matter expert, you will have a collaborative mindset, actively working with our strategic partners and internal teams in navigating upgrades to a successful path, providing impact analysis of production issues as well as providing solutions to complex problems. Naturally, you will use these solutions as an opportunity to share wisdom and experiences in order to improve knowledge and response capability amongst frontline team members. You will be comfortable monitoring the quality of frontline communications and confident in coaching for improvement.

To be successful in this role, outstanding communication skills, both verbal and written will be key. Delivering a strong stakeholder management experience will be integral to the success of this role, as well as displaying your ability to understand multiple stakeholder agendas/perspectives. Needless to say, excellent organisational skills and the ability to quickly respond to change will encourage anticipated and successful outcomes.

Ideally, you will have a working knowledge of the Iress’ product suite and applications as well as a solid understanding of FIX Protocol and trading system technology. With this awareness, you will be able to take ownership of FIX certification and implementation problems and work through to a satisfactory resolution. Finally, if you hold core working experience with defect tracking software such as JIRA, this would be advantageous.

*That’s enough about you, here’s some more on who we are!
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Iress is a technology company that began as a start-up. Now, around 500,000 people use our software to help them perform better and deliver more. We believe creating an inclusive workplace, where people feel supported to be their best both at work and at home, is how we’ll achieve great things. We support flexible working and offer employee benefits designed to support our people at every stage of life – some of the best in the industry.

Employment Type
Employee
Time Type
Full time

Job Type: Full-time