Support Analyst

We are looking for a proactive and customer-focused Support Analyst to act as the primary contact for customers and advocate for their needs. You will take ownership of issues, work with consultants and engineers to resolve escalations, and identify root causes to prevent recurrence.

The ideal candidate is empathetic, detail-oriented, and highly organized, with excellent written and oral communication skills. You should be able to multi-task, work well under pressure, and maintain professionalism in all interactions. A strong problem-solving mindset, attention to detail, and the ability to work both independently and as part of a team are essential for success in this role.

RESPONSIBILITIES

• Take ownership for any problems or issues encountered by customer and act as a primary point of contact for customers, be the Customer advocate internally.
• Identify and analyze root causes for issues and identify means of preventing future occurrence. You will work closely with the consultants and engineers to resolve escalated issues quickly and effectively.
• Manage and prioritise support tickets independently with strong attention to detail
• Communicate clearly with clients, providing timely updates and resolution ownership
• Contribute to knowledge base articles and continuous improvement initiatives

REQUIREMENTS

• Diploma, Degree, Post Graduate Diploma, Professional Degree, Engineering (Computer Science, Computer Engineering) or equivalent.
• Minimum one year experience as a helpdesk support or related role in the technology industry.
• Excellent computer skills and knowledge of Microsoft Office products
• Experience with SQL 
• Familiarity with the property and software industry.
• Knowledge of facilities management systems, procurement processes, and basic accounting practices.

Personal and Business Skills

• Good organizational and effective time management skills
• Strong interpersonal skills with service oriented and empathetic mindset.
• Responsible with good time management and organization skills to follow through customers’ issues.
• Meticulous and organized in documenting customers’ questions and concerns, maintaining a database of feedback and queries from customers.
• Able to work independently in a fast-paced environment with minimum supervision.
• Sensitivity toward details and deadlines.
• Analytical and process-oriented.
• Ability to work as part of a team.
• Diplomatic and able to carry oneself professionally

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!  

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.  

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.  

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. 

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

We know 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!   

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. 

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!