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MRI Software Support Analyst in United States

We are seeking a Support Analyst to join our Client Support team. As a Support Analyst, you will be responsible for the provision of front line support of the full MRI product portfolio to both internal and external customers providing first class customer service at all times. Your role will entail providing information to the client to solve and assist in said support calls. Where necessary solution of support call may require site visits to fully understand and complete the call.

Other responsibilities:

  • Provide customers with an exceptional customer experience during the lifecycle of any call, ensuring that the customer is kept up to date and informed of all actions and that they are happy and satisfied with the closure of the call.

  • Provide front line support on the Concept Family of products.

  • When required provide front line support for technical subjects associated with our products operating environments.

  • Provide administrative support for the deployment of 'SYSTEMS' to clients in a timely fashion so as not to compromise the business.

  • Ensure customer calls are managed and completed in a timely manner to ensure they are in line with KPI’s

  • Ensure that all commercial opportunities are reported to the Support Manager and the Business Development team.

  • You may be required to work at client’s premises or other designated sites as agreed with the Support Manager.

  • Ensure that all communications entered into by you with customers, or any promise of action/ deliverable is fully documented. The minimum is an email.

  • You will be required to work within our on-call team, providing out of hours support to a number of clients and MRI partners

  • Ensure excellent communication between front-line support staff and other groups, this includes updating and storing changes to documentation as a minimum.

  • Ensure compliance with all GDPR, ISO 9001 & 27001 processes.

Experience and skills:

  • 6 months + customer support experience

  • Microsoft SQL experience

  • Microsoft Windows & Networking Technologies

  • Excellent communication skills and telephone manner

  • Excellent problem solving skills and the ability to work unsupervised

  • Is able to make decisions and demonstrate good judgement

  • Attention to detail

Hours of work: 07:00am - 15:30pm, 8:30am-5:00pm or 13:30am - 22:00pm (Monday to Friday) on a rota basis. However flexibility is required in order to complete the duties associated with the role. You will be required to work as part of the on-call team; this is also on a rota basis.

MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business. Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets. With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 2800 team members to support our clients and their unique needs!

MRI is proud to be an Equal Employment Opportunity employer.