Support Analyst

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in one of our UK offices (London, Sleaford or Birmingham).

Reporting to the Support Manager, you will assist in providing application technical support to our customers. The successful candidate will require an aptitude for working within the support Department, to undertake analysis, diagnosis and resolution of customer tickets.

We currently have open positions for application analyst in our expanding team working in our Social Housing client Support teams.

In this position, you will be the primary point of contact for a broad variety of customers, assisting with a wide range of questions and technical issues.

Job Overview

• You will be joining a growing and dynamic company who designs and builds software for social housing for the wider public and commercial sectors.
• Gaining an excellent level of knowledge of our product set, you will be responsible for technical and process support of software solutions that we develop in-house.
• Triage and resolve support tickets to KPI targets.
• You will support your peers, sharing knowledge to ensure that the team can do their job to the best of their ability.
• Assist in building and maintaining a knowledge base.
  
  

Role And Responsibilities

• Takes ownership of assigned incidents and second line queue
• Ensure tickets are responded to and resolved in SLA
• Strong understanding of Incident, Service Request and Problem tickets
• Liaising with clients throughout the lifecycle of the service ticket
• Prioritise and manage multiple tickets
• Ensure that any technical issues on a service ticket are escalated efficiently
  
  

Requirements

• Willingness to try new things to influence and embed change.
• Strong communication skills (both written and verbal) with the ability to establish long lasting rapport.
• Excellent problem solving and trouble shooting skills
• Good influencing and decision-making skills
• Excellent time management, organisational skills, attention to detail and the ability to work to deadlines.
• Results driven
• Proactive and positive attitude
• Demonstrate initiative
• Professional attitude
• The roles incorporate a working knowledge of Housing software. Previous knowledge in this area is preferred but is not essential. Full product training will be provided in addition to an MRI induction.
  
  

We’re obsessed with making this the best job you’ve ever had!

• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Enjoy peace of mind over yours and your family’s health with our Private Medical Insurance and Health Cash Plan. 
• Invest in our competitive Personal Pension plan and help set you up for your future. 
• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, in addition to a bank of 15 hours of "Flex Time Off" to be used whenever and however you choose!  
• Income Protection Plans give you the peace of mind you deserve.  
• Further your professional development and growth with our generous Tuition Reimbursement Schemes. 
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! 
  
  

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.