Support Analyst I

As a Client Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyse complex software issues, engage with our worldwide 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 issues. MRI Software will rely on YOU to use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

You Will: 

• Responds to inbound requests from all channels (phone, portal, e-case) 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

You Have:

• Previous experience in customer service, technical support experience preferred
• Bachelor’s degree or equivalent work experience
• Customer focus and a passion for support
• Creative and curious trouble shooter
• Strong organization and time management skills
• Aptitude for technology 
• Professional communication skills