Support Analyst

At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move! As a Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyze complex software issues, engage with our worldwide client base, and provide an amazing customer experience every day. In this position, you will work with a team of leaders to provide seamless product support for a diverse group of clients from financial and property management institutions. You will nurture relationships by using both soft and technical skills to assist with a wide range of questions and issues. MRI Software will rely on YOU to use your personal attributes, troubleshooting skills, technical savvy, creativity, and teamwork to meet their needs by delivering a consistently professional experience. RESPONSIBILITIES Responds to inbound requests from all channels (phone, client portal, email, etc.) within prescribed service levels Identifies, assesses, and resolves all new and existing concerns Monitors, documents, and manages the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of client satisfaction Assist in the creation and maintenance of user and procedural documentation REQUIREMENTS: Previous experience in customer service or technical support experience preferred Tenmast product experience favored HUD handbook 4350.3 experience favored Bachelor’s degree or equivalent career experience Customer focus and a passion for support Creative and curious troubleshooter Strong organization and time management skills Aptitude for technology Professional communication skills Proactive learner SCHEDULE: Monday - Friday, Hybrid Office schedule (3 days/week) 40 hours per week Hours of Operation: 8:00am - 8:00pm ET (Schedule will vary) Our total rewards may include: Hybrid work/life balance integration Health, Dental, and Vision Insurance Plan Options 20 Days - Paid Time Off 401K, includes matching & Roth 16 hours of Flex Time Off (can be used in 1-hour increments to spend the way you want) Up to 14 days of Flex Anywhere (work from a different city/state/country) 11 Paid Holidays Tuition Reimbursement Pet Insurance Unique perks such as a wedding limo, giveaways, holiday-themed celebrations, service awards, and much more… Variety of community engagement opportunities & charitable donation matches COMPANY OVERVIEW: The diversity of MRI’s employees is a tremendous asset. MRI is firmly committed to providing equal opportunity in all aspects of employment and will not tolerate any discrimination or harassment of any kind. For us, that means being committed to a welcoming and inclusive work environment where employees reflect the diversity of people and perspectives in the world in which we live, work and play and building a team that makes all individuals feel respected, appreciated, and free to be (and bring to work) their best authentic selves because they belong in a place where they can thrive. It also means that MRI is committed to taking active steps to seek to make its industry at large more diverse, equitable, and inclusive as well. In connection with this commitment, MRI is an Equal Opportunity Employer and maintains anti-harassment, anti-bullying, and other applicable policies. Amazing growth takes amazing employees. Are you up to the challenge? 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 over five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Sydney, South Africa, New Zealand, Canada, India, and Ireland with nearly 3,000 team members to support our clients and their unique needs!