Support Analyst

Support Analyst provides frontline customer support. This role is responsible for responding to customer enquiries, troubleshooting common issues, providing clear guidance on product functionality, and ensuring more complex matters are accurately documented and escalated to the appropriate team.

Key Responsibilities

• Respond to customer enquiries through email, phone, and support tickets.

• Assist customers with account access, platform navigation, work orders, property maintenance, and general product use.

• Investigate and resolve common technical and user-related issues.

• Record clear troubleshooting steps, customer information, and supporting evidence in support tickets.

• Escalate complex or unresolved issues to senior support or development teams.

• Maintain accurate internal documentation and contribute to customer help articles.

• Deliver professional, patient, and customer-focused service.

Skills and Experience

Technical

• SaaS application troubleshooting

• Troubleshoot user, workflow, configuration and data issues

• Basic log and error investigation

• Identify and troubleshoot browsers & applications

• Basic browser and connectivity troubleshooting

• Ability to reproduce issues and identify root cause

• Create clear technical tickets and escalate issues with relevant evidence

• Basic understanding of Jira or similar ticketing systems

• Strong problem-solving and analytical skills

• Ability to distinguish between user/configuration issues and system defects

Customer Service 

• Attention to detail

• Active listening and understanding customer concerns

• Ability to take ownership of customer issues from start to resolution

• Ability to work independently and as part of a team

• Good problem-solving and critical thinking

• Ability to manage multiple tickets and priorities

• Follow-up with customers and provide regular updates

• Ability to handle difficult or frustrated customers professionally

Benefits

• Career growth opportunities in a diverse and supportive work environment.

• Competitive Salary Package

• Hybrid Working Arrangement (2 days WFH)

• HMO coverage with free dependent upon hire

• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)

• Plus additional benefits

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 tostrive 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!