Support Analyst job at MRI Software

2 weeks ago

Perth, Western Australia Remote Full time

MRI Software is looking for a Client Support Agent to join our dynamic and vibrant team. As a leading provider of innovative real estate software applications, we are committed to providing our clients with exceptional customer service and support.

The successful candidate will be responsible for supporting Vault CRM clients.

As a Client Support Agent, you will provide front-line support for the company's products, be the first point of contact for our clients, providing support via tickets and phone calls, and communicating with them in a confident and professional manner. You will have the opportunity to utilise your customer service and technical knowledge to help our clients maximize the benefits of our product, MRI Vault - CRM.

Your responsibilities will include:

  1. Providing front-line support via tickets and phone calls for Vault CRM
  2. Managing day-to-day interactions with clients and external partners to support ongoing needs
  3. Providing solutions to customer queries and proactively following up to resolution
  4. Troubleshooting technical issues and appropriately escalating tickets following defined processes
  5. Maintaining accurate records of client interactions within the ticketing system
  6. Communicating confidently and professionally with clients and internal stakeholders

Requirements and desired skills include:

  1. Knowledge and experience in the Real Estate Industry, including but not limited to: sales, property management processes, real estate trust accounting, commercial leasing, and sales administration
  2. 1-2 years' experience in a customer support role, preferably in technical support for web-based products
  3. Ability to learn new technologies and adapt with product development
  4. Intermediate to advanced MS Office skills, especially Excel, Word, and Outlook
  5. Excellent communication skills and phone etiquette
  6. Ability to maintain confidentiality of sensitive information
  7. A proactive attitude, with a desire to learn and grow
  8. Strong problem-solving skills
  9. Ability to work independently and as part of a team
  10. Attention to detail and organizational skills
  11. Ability to multitask and prioritize effectively

What makes this a great opportunity?

  1. Flexible hybrid work arrangement: 3 days from home, 2 days in the office
  2. Operating hours: 7:00am - 3:30pm, 40 hours per week
  3. Modern office located in Perth CBD, close to train station, cafes, and Elizabeth Quay
  4. Opportunity to influence client success through product knowledge and adoption
  5. Join a collaborative team passionate about outstanding customer experience

About MRI Software:

MRI Software delivers innovative applications and hosted solutions that empower real estate companies. Our flexible technology platform and connected ecosystem meet the diverse needs of real estate businesses worldwide, from property management and accounting to investment analytics. With nearly five decades of expertise, we operate offices across the US, UK, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, India, and Ireland, supporting over 4,500 team members worldwide.

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