Support Analyst - Application Support

Position Overview

• Location Type: Hybrid (2/3 days working from home per week)
• Job Type: Full time
• Salary: Not specified

MRI Software is seeking an Application Support Analyst with a passion for customer service and a desire to excel. This role offers an exciting opportunity to join a growing company, make a difference, and realize personal development. The position requires a good understanding of business processes and their associated functions, with a focus on achieving SLA commitments, managing tickets, and providing exceptional customer service. Strong communication skills, the ability to take ownership of incidents, and effective prioritization are essential.

Key Responsibilities

• Effectively log, triage, and resolve support tickets.
• Provide excellent customer communication.
• Gain knowledge of MRI Software's product set.
• Assist in building and maintaining a knowledge base for the business, including documentation.
• Review all support tickets on a daily basis.
• Adapt to changing priorities and apply appropriate resolutions.
• Escalate support tickets to 2nd or 3rd line support teams when necessary.
• Update users/clients on ticket status.

Candidate Requirements

• A friendly and collaborative attitude with strong teamwork skills.
• Excellent telephone manner.
• Strong problem-solving skills with a logical approach, utilizing methodologies like ITIL.
• Ability to quickly and efficiently learn new technologies.
• Good experience with Microsoft IT technologies.
• Possess good personal organization and time management abilities, gained in a similar environment.
• Suitable for individuals aspiring to a career in Software Development or Implementation.

Essential Knowledge and Experience

• Experience supporting distributed and web-based applications.
• Experience in recording and resolving application support issues from customers, prioritizing requests, and communicating timely solutions.
• Experience in updating User Guides and Support Knowledge Base.
• Root Cause Analysis.
• Experience working with Social Housing Applications is preferable.
• Knowledge of ITIL.

About MRI Software

Founded in 1971, MRI Software provides flexible, game-changing real estate software solutions. The company is dedicated to hiring the best employees and fostering a "work hard, play hard" culture. MRI Software emphasizes client success, employee resource groups, and empowering teams to reach their full potential. They are committed to creating a positive work environment with attractive perks and are focused on leading the real estate industry into a digital-first future.

Benefits and Perks

• Employee-led groups such as Diversity, Equity and Inclusion committee, Women and Allies, and Pride Event Group.
• Private Medical Insurance and Health Cash Plan for employees and their families.