Essential Functions:
Responds to inbound requests via email within prescribed service levels
Identify, assess criticality and prioritize resolution of all new and existing issues
Monitors, documents, and manages the resolution process in a timely manner, while effectively communicating status with the client to maintain a high rate of client satisfaction
Offer accurate and efficient resolutions to cases, with assistance from Lead Software Support Agents if necessary
Participates in the Knowledge Management process through the creation and use of materials
Guides Clients on the use of self-help resources
Adheres to all MRI Software and Global Client Support policies and procedures
Performs other duties and responsibilities as assigned
Skills & Other Requirements
2+ years of experience as a Technical Support Analyst
Core Java Knowledge – Preferred
Ticketing tool: ServiceNow, JIRA – Preferred
Technical PC experience in a Windows environment preferred
Excellent analytical and problem-solving skills
Excellent written communication skills
Bachelor’s degree in Computer Science or Computer Engineering field
Benefits:
Flexible working arrangements (2 days in the office)
Annual performance-related bonus
Health insurance
6x Flexi Fridays: knock 2.5 hours off your day on a Friday
Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories!
About the business:
MRI Software is a global Proptech leader delivering innovative applications and hosted solutions that free real estate companies to elevate their business.
Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets. With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 3000+ team members to support our clients and their unique needs!
MRI is proud to be an Equal Employment Opportunity employer.
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