Client Support  |  Gurgaon, India  |  Full Time  |  Experienced

Support Agent

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As aSoftware Support Agentwith the MRI Software Global Client Support team, you will have the opportunity to analyze complex software issues, engage with our worldwide client base, and provide an incredible customer experience every day. Following our recent acquisition of AI startup, Leverton, we are expanding our offering to leverage Artificial Intelligence, Machine Learning and Business Intelligence technologies to help real estate companies worldwide make smarter decisions using better data. In this position, you will be the primary point of contact for a broad variety of customers, assisting with a wide range of questions and issues. MRI Software will rely onYOUto listen to and empathize with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

Essential Functions:

  • Responds to inbound requests via email 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
  • Offer accurate and efficient resolutions to cases, with assistance from Lead Software Support Agents if necessary
  • Participates in the Knowledge Management process through creation and use of materials
  • Guides Clients to the use of self-help resources
  • Adheres to all MRI Software and Global Client Support policies and procedures
  • Performs other duties and responsibilities as assigned

In July of 2019, MRI acquired Leverton, a startup founded in 2012 by a group of scientists looking to push the boundaries of artificial intelligence for semantic analysis. Today, Leverton applies deep learning technology to automatically extract and manage data from corporate documents in more than 25 languages. This role world work on further developing Leverton’s data extraction and contract analytics platform and help to apply AI and machine learning to other offerings within MRI’s expansive solutions portfolio.Why is this good for you?We are literally sitting on hundreds of clients and opportunities that are waiting to be sold to from the existing MRI client install base. You will be working at a startup within a larger organization with a mission of: increasing adoption of our AI platform!

Skills & Other Requirements

  • Bachelor’s degree in Computer Science or Computer Engineering field
  • Previous client support/service experience preferred
  • Technical certifications and/or equivalent training preferred Experience supporting enterprise software preferred
  • Technical PC experience in a Windows environment preferred
  • Excellent analytical and problem solving skills
  • Excellent written communication skills

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 1400 team members to support our clients and their unique needs!

MRI is proud to be an Equal Employment Opportunity employer.

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