Support Analyst

We are recruiting for the position of Support Analyst who will participate in the day-to-day duties of the helpdesk as an analyst, responding to queries from customers who are live users of the software. Assistance will largely be in the form of 1st line support, e.g. 'How do I?' questions. There will also be a requirement to handle some 2nd line support, e.g. troubleshooting connectivity issues or identifying issues that need to be reported to 3rd line support. A proportion of this job requires talking to customers on the telephone working in a busy (sometimes high pressure) environment. You should have an excellent telephone manner and must be able to deal with customer in a friendly yet professional manner. MRI can provide a wealth of opportunities and over time, career progression may take you down the product development route or the implantation consultancy route, to name a few. Responsibilities:

• To provide assistance and support by handling 1st line calls. It will be necessary to gather all pertinent information and record this in an accurate fashion.
• Identify calls that need to be routed to 2nd/3rd line support or customer training requirements and assign them as necessary.
• Identify calls that need to be escalated to the Support Manager and ensure that this escalation takes place in a timely manner.
• Ensure that all work is carried out and recorded in accordance with the Support standards and procedures. This will include ensuring that calls are logged and tracked accurately in Salesforce, the support ticketing system. This will require attention to detail and a methodical approach.
• Participate in department reviews, looking to for process improvement, spotting trends and help to identify communication needs both internally and externally.
• Keep up to date with the application functionality and deployment methods.

Do you have experience in Windows?, * We're looking for recent graduates with a good degree result or those with relevant work experience or experience with the RAM Fixed Asset Accounting software will be considered.

• Good problem solving and excellent interpersonal skills providing the ability to interact with developers, consultants, IT managers and network administrators are key attributes, as is a passion for customer service. High levels of literacy and numeracy skills are essential.

Required Skills:

• Good computer skills (specifically Windows OS), high level of competency of Microsoft products (specifically Excel), and SQL Server (including scripting) skills are beneficial for this role.
• And Interest in Windows Server, Citrix, Database Management and Report Writing (SSRS) will be an advantage.

We're obsessed with making this the best job you've ever had! We want our teams to love working here, so we've created some incredible perks for you to enjoy:

• We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group

• Have confidence in your health with our offered Medical Aid Scheme.

• Invest in our competitive Personal Pension plan and help set you up for your future.

• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).

• Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!

• Further your professional development with our Tuition Reimbursement Schemes

• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

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!   You must create an Indeed account before continuing to the company website to apply