Support Analyst II needed at MRI Software

• 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