Client Support  |  Cleveland, Ohio  |  Full Time  |  Entry Level

Software Support Representative

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Description

WHO WE ARE: 

MRI Software LLC is a leading provider of innovative software solutions for the global real estate industry. MRI delivers comprehensive and truly configurable solutions, from property-level management and accounting to the most complex, long-range financial modeling and analytics for both the commercial and multifamily real estate markets. As a leading provider of real estate enterprise software applications and hosted solutions, MRI leverages over 40 years of business experience to develop long-term successful relationships with its clients.  

THE MRI SOFTWARE OPPORTUNITY:  

Are you a tech-savvy, empathetic, and enthusiastic customer service professional looking to jump-start or continue a career in the high growth technology sector? 

As a Client Services Specialist at MRI Software you will have the opportunity to provide world class support to our rapidly expanding client base while developing skills and habits that will last a lifetime. Our technical support team members are trained to leverage industry best practices in troubleshooting, SQL, data flow/management, agile methodology, and customer service which creates opportunities for our support team members to grow and advance within the company.   

To create lasting relationships and community our leaders have invested in onsite amenities that include a gym, cafeteria, and events focused on serving the needs of our passionate, and growing MRI Pride family. Our standard benefits package also includes 17 days of PTO, 10+ Paid Holidays, 6 “Flexi Fridays”, 401K with match, an employer-funded HSA, and well-priced medical, dental, and vision insurance.     

KEY RESPONSIBILITIES:  

  • Deliver an exceptional client experience by identifying and documenting client needs and issues; answering incoming inquiries, effectively applying problem solving techniques, educating clients and following issues through to their successful resolution. 

  • Troubleshoot an ever-changing variety of complex issues that require out of the box thinking 

  • Collaborate with all tiers of support, QA, and development to resolve product issues 

  • Advocate for our customers and represent the Voice of the Customer to internal stakeholders. 

  • Document all customer interactions in applicable systems according to current policies. 

  • Respond to customers inquiries by gathering information and providing the best solution or appropriate next steps. 

  • Provide education to customers on best practices to get the most value from software features or additional services. 

  • Follow-up with customers, users, developers, and other departments to ensure logged problems are being resolved 

  • Demonstrates the analytical ability to solve technology- related problems and identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. 

WHO YOU ARE: 

  • You are an empathetic and supportive team member with a strong desire to provide world-class customer service. 

  • You have experience providing customer service or a technical degree/training in computer science, information systems or other related systems.  

  • You have an analytical and technical mindset aptitude that allows you to learn and implement new skills and technologies quickly 

  • You manage competing deadlines, and responsibilities effectively and efficiently. 

  • You are a passionate troubleshooter who thrives in situations requiring you to investigate and resolve complex issues. 

  • You have strong verbal and written communication skills. 

  • You have a high attention to detail and the ability to report and record important information with minimal mistakes.  

  • You are passionate about development both personally and professionally with a bias toward seeking out additional knowledge.  

MRI is proud to be an Equal Employment Opportunity employer.

 

 

 

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