Customer Support Representative - Admin Services

Iress; Melbourne; Hybrid; AUD 70,000 - 98,000; Full time

Benefits offered by this job

Hybrid working

Cash bonus for referrals

Starting school leave

Paid parental leave (up to 26 weeks)

Charity leave

Discounted health insurance

LinkedIn Learning access

Job summary

Iress is seeking a Wealth Management Customer Support specialist to keep essential administration moving for Sales, Success, Service, and Support teams. Based in Melbourne (preferred), you will handle user set-ups, billing, licensing and incident follow-up with care, accuracy and responsiveness.

You will manage data and reports for proactive client discussions, prioritize incidents, and coordinate with teams to maintain high-quality administration while finding efficiency improvements.

Qualifications

• Strong customer-service mindset and professional written and verbal communication.
• Excellent organisation and time management in a fast-paced environment.
• Sharp eye for detail and problem solving.
• Ability to work autonomously while contributing to a team.
• Advanced Google Workspace, including Word and Excel.
• Experience with Salesforce and data analytics tools.

Responsibilities

• Manage customer administration requests, including new user set-ups, licences and market data permissions.
• Prepare monthly customer billing and invoices, resolve exceptions.
• Support user administration and identity verification for password resets.
• Prioritise incidents, escalate with proper information and track to resolution.
• Confirm completed requests and set expectations on process and timing.
• Coordinate monthly data and reports to support proactive client conversations.

Skills

Customer service

Communication

Time management

Attention to detail

Autonomy

Team collaboration

Tools

Google Workspace

Sales Cloud (Salesforce)

Databricks

Salesforce CRM Analytics

Job description

See yourself being part of a large, transformational change? This could be the role for you!

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 1,100 people across Australia, the United Kingdom, Africa, Canada, New Zealand and Asia.

Build your career at Iress!

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.

Some of the amazing things you’ll be involved in

• 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.

What you will bring

• 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.

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
• Access to learning and development programs through LinkedIn Learning

Inclusion

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.

#LI-Hybrid - Automatically upload role as Hybrid working

Employment Type

Employee

Time Type

Full time