Support Analyst I

Support Analyst I - CTM
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 IT-related questions. The Support Analyst guides clients to a speedy resolution with any issues that may arise.

RESPONSIBILITIES:
• Provide technical assistance with product software
• Answer any questions clients might have about the product
• Guide customers on product capabilities and best practices
• Mitigate escalations and advocate for customers across the products
• Report internally on feature requests, insights, and customer stories
• Responding in a timely manner to service issues and requests

• Take inbound and outbound calls - case all calls received and made

• Responds to inbound requests from all channels (phone, portal and/or chat) within prescribed service levels 

• Identifies, assesses, and resolves all new and existing concerns 
• Meet and/or exceed all KPIs and metrics

REQUIREMENTS:
• Bachelor’s degree or relevant work experience
• Professional communication skills 
• Previous experience in customer service, technical support experience preferred 

• Customer focus and a passion for support 

• Strong organization and time management skills
• Ability to thrive in dynamic environments
• Adept in conflict resolution and problem solving
• Adaptability in different technical situations
• Highly analytical and organized
• Proficient with Salesforce
• Technical aptitude
• Open to schedule adjustments

• Property management or Real Estate experience is a plus

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!  

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.  

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.  

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. 

Amazing growth requires amazing employees. Are you up to the challenge?   

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!   

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. 

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!