Support Analyst at MRI Software

POSITION OVERVIEW:

• MRI Software is currently seeking a First Line Support Analyst.
• This is an ideal position for somebody who has a customer service background looking to take the next step, who is eager to learn, and a positive attitude.
• Responsible for first line support on our busy helpdesk, triaging cases logged by clients on our online portal. Experience in customer service and effective time management are essential.
• As a First Line Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyse software issues, engage with our impressive client base, and provide an incredible customer experience every day.
• In this position, you will be the primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and technical issues.
• You will be responsible for triaging new support cases raised by our customers on our online portal, ensuring that we have all the information required to investigate their case.
• Once triaged, you will provide a first response on the case and request any missing information.
• You will identify if it is a case that first line support can resolve, or if it needs moving to second line support.
• Training on our software will be provided.

Requirements:

• Logical thinking
• Problem solving skills
• Professional communication skills
• Understanding of Microsoft Office products
• Customer service skills

At MRI Software, we recognize our employees. Here are just a few of the perks working in this team offers:

• Monthly prize draws based on client feedback
• Support-centric giveaways as recognition of hard work
• Opportunity to cover an early or late shift