Client Support  |  Remote USA  |  Full Time  |  Experienced

Support Analyst

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Description

MRI Software LLC is a leading provider of innovative software solutions for the global real estate industry. MRI delivers a comprehensive and truly configurable solution, 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. Originally founded in Cleveland, Ohio, U.S.A., the company has offices in Toronto, London, Sydney, Singapore, and Hong Kong. 

Support Analyst I, CPID 

The Support Analyst role focuses on keeping existing customers satisfied with our products. This role is responsible for providing user support to resolve issues with software, hardware, and any IT-related questions. The Support Analyst guides clients in any issues that may arise and will need to be able to adapt to technical circumstances that occur. The Support Analyst will provide support, good customer service, education, post-sales assistance, and knowledge of technology. 

 

Responsibilities: 

  • Provide technical assistance with computer hardware and software 

  • Develop and conduct training to optimize time to ramp  

  • Answer any questions clients might have about the product 

  • Guide customers on product capabilities and best practices   

  • Orchestrate adoption focused business reviews outlining joint objectives, metrics, and timelines  

  • Identify and overcome barriers to product adoption 

  • Mitigate escalations and advocate for customers across MRI and report internally on feature requests, insights, and customer stories 

  • Resolve issues for staff 

  • Responding in a timely manner to service issues and requests 

  • Meet and or exceed all KPIs 

  • Excellent communication skills  

  • 1-2 years in IT support and/or Customer Success 

  • Demonstrate emotional intelligence  

  • Ability to thrive in dynamic environments   

  • Adept in conflict resolution and problem solving 

  • Adaptability in different technical situations 

  • Highly analytical and organized  

  • Proficient in Zendesk and Salesforce 

  • Bachelor’s degree or relevant work experience  

  • Excellent communication skills  

  • Property management experience, a plus 

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