Support Analyst

Overview

Provide product support, troubleshoot incidents, and deliver solutions to external clients.

Key Responsibilities

• product support
• incident management
• sla compliance
• root cause
• knowledge management
• customer focus

Tasks

-To provide support on our product to external clients. -Learn, support and investigate the functionality of the software at all levels. -Take ownership of customer Incidents to ensure timely and effective solutions are provided. -Adhere to and improve current application support processes. -Follow data protection and security regulations. -Build strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation. -To ensure that SLAs are met and that both internal / external customers receive a timely response to their requests. -Remain customer focused at all times. -Identify and resolve issues raised via our customer portal. -Finding the root cause of an issue. -Contribute towards knowledge management in the wider business, become a subject matter expert and product virtuoso. -Thoroughly investigate reported Incidents/Defects through fact gathering and remote support.

Requirements

• sql
• mri digital
• application support
• problem solving
• customer service
• teamwork

What You Bring

-Works effectively within a team. -Self-motivated and resourceful. -Ability to learn and master employer-specific software. -Excellent communication skills, being able to convey complex and difficult issues both verbally and in writing to customers with varying levels of technical expertise. -Responsiveness to impact and urgency. -Understanding and basic SQL. -Effective communicator, written and verbal. -Application Support / Software Support experience using MRI Digital platform or MRI One Revenues and Benefits. -Ability to multitask. -Excellent analytical, process-oriented, organisational and problem-solving skills. -Strong customer service awareness. -Ability to diagnose & address application issues.

People Also Searched For

Benefits

-Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! -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. -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). -Income Protection Plans give you the peace of mind you deserve. -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. -Further your professional development and growth with our generous Tuition Reimbursement Schemes.

About Mri Software

-Headquartered in Cleveland, Ohio, the company offers innovative software solutions tailored to real estate and investment management. -MRI's platform allows organizations to make smarter decisions, streamline operations, and improve tenant and investor relations. -The company serves a diverse range of industries, from residential to commercial real estate, empowering businesses to maximize value. -MRI's expertise spans property management, investment management, and financial reporting, addressing every aspect of real estate operations. -It continues to grow through acquisitions, expanding its product offerings and reinforcing its position as an industry leader. -A standout feature of MRI Software is its ability to provide flexible, customizable solutions, ensuring that every client receives a tailored experience. -With a global presence, MRI has cemented its role as a key player in transforming how real estate is managed and invested in.

Sector Specialisms