Graduate Product Support Analyst

Iress; Johannesburg; Sur place; ZAR 180 000 - 240 000; Plein temps

Résumé du poste

Iress’s Graduate Support Analyst program offers a 12-month structured training track in financial technology, trading and market data support. You’ll respond to client queries, investigate issues, and learn from seasoned colleagues to deliver timely outcomes for clients in a fast-paced fintech environment.

You’ll build technical and client-service skills, with mentoring and on-the-job training designed to pave the way to a permanent role for high-performers who add value to the team.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Economics, Finance, Investment or related field.
• A demonstrated interest in financial technology, financial services, trading or market data.
• Exposure to technical problem-solving through academic work, projects, internships, customer service or other relevant experience.

Responsabilités

• Provide first-line support by responding to client queries and troubleshooting routine product-related issues.
• Build knowledge of Iress trading and market data products through structured training and hands-on learning.
• Log, track and document support cases accurately in the team’s ticketing system.
• Investigate issues, identify patterns and develop basic root cause analysis skills.
• Escalate unresolved or complex issues to experienced team members with clear findings and supporting information.
• Collaborate with Product, Engineering and Implementation teams to investigate client issues and understand the product suite.
• Maintain support documentation, FAQs and troubleshooting guides as your knowledge develops.
• Contribute client feedback and improvement ideas to team discussions and support-process enhancements.
• Attend cross-functional meetings to learn about product updates, client feedback and upcoming changes.
• Support team goals for client satisfaction, service quality and timely issue resolution, including occasional after-hours work for critical deployments.

Connaissances

Financial technology

Customer service

Problem solving

Learning agility

Formation

Bachelor's degree in Computer Science, Information Technology, Economics, Finance, Investment or related field

Outils

Ticketing systems

Documentation tools

Description du poste

See yourself being part of a large, transformational change? This could be the role for you! Are you ready to kickstart your career in financial services technology? As a Graduate Support Analyst, you will join our Trading and Market Data team and build the technical, product and client-service skills needed to support financial technology solutions. Through a structured 12-month graduate programme, you will learn to respond to support queries, investigate issues and collaborate with experienced colleagues to deliver timely, effective outcomes for clients. You will progressively take on more responsibility as your product knowledge and confidence grow. The programme is designed to create a pathway to permanent employment for graduates who perform strongly and add value to the team

What’s in It for you? You’ll receive extensive on-the-job training and mentoring, allowing you to deepen your technical skills while learning about the fintech landscape. This role is perfect for those who thrive in problem-solving environments and are excited to work closely with clients to make an impact.

What we’re looking for

If you’re adaptable, committed to delivering outstanding support, and excited by the opportunity to learn and grow, we’d love to meet you. Join us in building the future of financial services with a team that values going beyond, acting smart, and winning together! This role may occasionally involve after-hours work to support critical deployments. Our Graduate Program is designed to support local talent and promote diversity in the workplace. We are therefore seeking applications from South African citizens aged 18 to 25, with no prior work experience, who belong to previously disadvantaged demographic groups. Please note that only short-listed candidates will be contacted for further steps in the selection process. Our aim is to offer permanent employment to graduates who excel in their role and add value to our team.

What you will do

• Provide first-line support by responding to client queries and troubleshooting routine product-related issues.
• Build knowledge of Iress trading and market data products through structured training and hands-on learning.
• Log, track and document support cases accurately in the team’s ticketing system.
• Investigate issues, identify patterns and develop basic root cause analysis skills.
• Escalate unresolved or complex issues to experienced team members with clear findings and supporting information.
• Collaborate with Product, Engineering and Implementation teams to investigate client issues and understand the product suite.
• Maintain support documentation, FAQs and troubleshooting guides as your knowledge develops.
• Contribute client feedback and improvement ideas to team discussions and support-process enhancements.
• Attend cross-functional meetings to learn about product updates, client feedback and upcoming changes.
• Support team goals for client satisfaction, service quality and timely issue resolution, including occasional after-hours work for critical deployments.

What you will bring

Experience and Knowledge

• A demonstrated interest in financial technology, financial services, trading or market data.
• Foundational understanding of how financial markets, trading environments or market data services operate.
• Exposure to technical problem-solving through academic work, projects, internships, customer service or other relevant experience.
• An eagerness to learn unfamiliar products, systems and processes and apply new information quickly.

Qualifications and certifications

• A bachelor’s degree in Computer Science, Information Technology, Economics, Finance, Investment or a related field.

Professional Skills

• Supporting clients by listening carefully, clarifying issues and providing helpful, timely responses.
• Investigating application issues, documenting findings and escalating problems with relevant evidence.
• Communicating technical information clearly to clients and colleagues with different levels of technical knowledge.
• Analysing issues, recognising patterns and contributing to practical solutions.
• Learning new products and processes and applying knowledge accurately in a support environment.
• Using ticketing and documentation tools to maintain clear, consistent support records.

Behavioural capabilities

• Keeps the client experience at the centre of support decisions.
• Works collaboratively and contributes positively to shared team goals.
• Adapts to changing priorities, product updates and new information.
• Shows curiosity, resilience and a willingness to learn from experienced colleagues.
• Pays close attention to detail when investigating issues and recording information.
• Communicates openly, asks thoughtful questions and takes ownership of personal development.

Key Relationships

• Internal: Product Specialists, Product, Engineering and Implementation teams, Commercial teams and experienced Support Analysts.
• External: Trading and market data clients and their operational or technical contacts.

Why join us?

At Iress, 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. From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day. Iress is one of Australia’s largest technology companies and employs more than 1900 people across Asia Pacific, North America, Africa and UK & Europe. Our employee benefits are some of the best in the industry, supporting our people at every life stage. It means we work smarter, happier, and healthier with long weekends, flexible ways of working, generous parental leave, opportunities to participate in our local community initiatives and a connected team culture. 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. Even if you feel you don’t meet all of the requirements of the role, we would still like to hear from you!

Employment Type Employee Time Type Full time