MRI Software is a leading provider of real estate software solutions that transform the way communities live, work and play. MRI’s comprehensive, flexible, open and connected platform empowers owners, operators and occupiers in commercial and residential property organizations to innovate in rapidly changing markets. MRI has been a trailblazer in the PropT...
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Develop a deep understanding of both the functional and technical aspects of the Property Management X product suite
Thoroughly test client issues to recreate and assist in determining root cause
Using MRI support tool, track and resolve client issues in a timely manner following appropriate Support procedures
Actively monitor issues to ensure they are resolved within clients’ Service Level Agreements
Attend client status meetings to review open issues
Effectively and proactively manage client expectations
Foster positive relationships with clients to ensure client retention
Clearly document issue resolutions and confirm client understanding for closure of support cases
Perform and participate in on-going system training and knowledge transfer with internal personnel across departments
Actively participate in Transition to Support meetings to ensure successful knowledge transfer from implementation to support
Log, test, track, coordinate deployment activities, and perform system testing as needed to achieve a successful upgrade
Approach all circumstances and interactions in a professional manner
Adhere to all internal policies and procedures as required by the Information Security Management Team
Requirements:
Proven experience in researching and resolving client issues (2 years +)
Software testing and troubleshooting experience
Flexibility and passion for delivering outstanding service
Interpersonal skills coupled with the ability to work across departmental boundaries
Excellent written and oral communication skills
Excellent analytical skills
Ability to work (individually and as part of a team) in a fast-paced environment, work on multiple projects, multi-task, define deliverables, and meet established deadlines
Professional image and appearance
Must be fluent in English
Preferences:
BA/BS in Business or Computer Science or equivalent experience
Knowledge of SQL and relational database structure
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