Client Support  |  Newcastle, UK  |  Full Time  |  Experienced

Graduate Support Agent

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Description

As a Graduate Service Desk Support Agent with the MRI Software Client Support team, you will have the opportunity to engage with our impressive client base and provide an incredible customer experience every day. In this position, you will be the point of contact for a broad variety of customers, assisting with a wide range of questions and technical issues. This role specifically relates to our Social Housing product suite.

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 

Logging customer support tickets by phone and email.
Triaging Incidents by phone, email, and web.
Record, track and manage all open support calls as part of the in-house support team.
Request or obtain missing information required to progress the call:
Add chases to tickets but equally, chase teams and individuals for updates.
Escalate breaching incidents to relevant staff.
Take part in customer and in-house weekly/monthly support team meetings.
Additional duties may be required as the role allows or as the business needs.

  • Customer focus and a passion for support
  • Creative and curious troubleshooter
  • Strong organization and time management skills
  • Professional communication skills with the ability to confidently articulate technical concepts
  • Excellent computer skills and knowledge of Microsoft products

Company Overview

MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business.  Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modelling and analytics for the global commercial and residential markets.  With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Sydney, South Africa, New Zealand, Canada, India, and Ireland with over 1800 team members to support our clients and their unique needs!
MRI is proud to be an Equal Employment Opportunity employer.

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