MRI Software is currently seeking a Software Support Analyst, who will work as part of our Client Support team. This role involves analysing complex software issues, engaging with our worldwide client base, and providing an incredible customer experience every day. In this position, you will be the primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues. MRI Software will rely on you to listen to and empathise with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

RESPONSIBILITIES:

· Primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues.

· Listen and empathise with our clients.

· Use troubleshooting and technical skills to meet the client’s needs.

· Consistently deliver a professional experience.

· Deliver timely updates on progress, with the response time and client satisfaction targets in mind.

· Deliver comprehensive analysis on data, reporting and validation tasks and issues.

REQUIREMENTS:

· Customer focus and a passion for support.

· Creative and curious troubleshooter

· Strong organisation and time management skills

· Professional communication skills with the ability to confidently articulate technical concepts

· Previous experience in customer service

· Excellent computer skills and knowledge of Microsoft products required

· SQL knowledge

· In-depth training provided over the next six months to broaden product knowledge

· Minimum 1 year Experience in MRI Evolution Base System Support or equivalent application support

· Knowledge of MRI GO (mobile solution) and Workflow products or equivalent applications

· Excellent customer services skills

· Willingness to take ownership of issues

· Ability to build relationships with clients, share knowledge with colleagues

· Ability to work under pressure to high standard meeting strict KPI's and SLAs

· Full working knowledge of the importance of processes

We’re obsessed with making this the best job you’ve ever had! 

· We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: 

· Join our employee-led groups to maximise your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group. 

· Enjoy peace of mind over yours and your family’s health with our Private Medical Insurance and Health Cash Plan. 

· Invest in our competitive Personal Pension plan and help set you up for your future. 

· Big on family? So are we! We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s).  

· Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, and finish early 6 times a year with our ‘Flexi’ scheme. 

· Income Protection Plans give you the peace of mind you deserve.  

· Further your professional development and growth with our generous Tuition Reimbursement Schemes. 

· Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! 

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.  

Amazing growth takes amazing employees. Are you up to the challenge? 

We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you! 

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status. 

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.