Client Support  |  Cleveland, Ohio  |  Full Time  |  Experienced

Senior Support Analyst

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The Platinum Software Support Analyst provides quality, professional software support to a Platinum Support client that results in a high degree of Client Satisfaction. This includes assessing, documenting and resolving complex Client issues within the MRI Support center. Responds to complex inquiries of a technical or functional nature which are not routine and require deviation from standard screens, scripts and procedures. May perform research, testing, and provide documentation tailored to the needs of the assigned Platinum client. A Software Support Agent on the Platinum team is able to operate with little to no managerial intervention.

Essential Functions:

  • Responds to inbound requests from all channels (phone, portal, e-case) within prescribed service levels
  • Identify, assess criticality, and prioritize resolution of all new and existing issues
  • Monitors, documents, and manages the resolution process in a timely manner, while effectively communicating status with the Client to maintain a high rate of Client Satisfaction
  • Able to effectively communicate and transition product knowledge to less experienced peers
  • Actively assists and mentors peers on resolving customer issues, acting as a resource to other Agents on solutions and possible root causes
  • Coordinates with other internal groups on key projects and initiatives that impact assigned Platinum client
  • Creates Incident Reports where applicable
  • Adheres to all MRI Software and Global Client Support policies and procedures
  • Performs other duties and responsibilities as assigned

Knowledge, Skills, & Abilities:

  • Excellent analytical and problem solving skills,
  • Excellent interpersonal and professional communication skills
  • Strong time management and organizational skills
  • Ability to understand and articulate technical concepts and derive solutions
  • Understands the flow of data within product and processes and can apply to problem solving
  • Demonstrates advanced SQL knowledge & can manipulate data of non-routine nature using SQL tools
  • Can work in multiple MRI modules & product lines at expert or advanced level

Training & Experience:

  • Bachelor’s degree or equivalent relevant work experience required
  • At least 2 years of MRI Property Management software support/service experience preferred

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 modeling 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, Australia, South Africa, New Zealand, Canada, and India, with over 2200 team members to support our clients and their unique needs!

MRI Software is proud to be an Equal Employment Opportunity Employer.

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