Support Analyst

5 days ago

Perth, Australia MRI Software Full time

Position Summary:
As a Client Support Agent, you will provide the server of the company’s products, be the first point of contact for our clients, providing front-line support, communicating with them in a confident and professional manner. You will have the opportunity to utilise your customer service & technical knowledge to help our clients get the most from our product MRI Vault - CRM.

As a Support Analyst, you will be responsible for the following:

- Provide front-line support via tickets and phone calls for Vault CRM
- Manage day-to-day interactions with clients and external partners to support ongoing needs
- Provide solutions to solve customer queries and proactively follow these to resolution
- Troubleshoot technical issues and appropriately escalate tickets, following defined process
- Maintain accurate records of client interactions within the ticketing system
- Communicate with clients and internal stakeholders directly in a confident and professional manner

Requirements and Desired Skills:

- Real Estate Industry knowledge and experience highly desired - Including but not limited to:
Sales and/or Property Management Processes, Real Estate Trust Accounting, Commercial Leasing, Sales Administration
- 1-2 years’ experience in a customer support role, preferably in technical support for web-based products
- Ability to learn new technology and evolve with Product development
- Intermediate to Advanced level of MS Office skills (esp. Excel, Word, Outlook).
- Great communication skills and phone etiquette
- Ability to maintain confidentiality of highly sensitive information
- A can-do attitude and a desire to learn and grow.
- Proven experience of your problem-solving ability
- Ability to work in a team and independently
- Attention to detail and strong organisational skills
- Ability to multitask and prioritise tasks

WHAT MAKES THIS A GREAT OPPORTUNITY?
- Enjoy a flexible hybrid work arrangement with 3 days working from home and 2 days in the office each week
- Operating hours: 40 hours per week, 7:00am - 3:30pm
- Modern office located in Perth CBD close to train station, cafes, restaurants and Elizabeth Quay
- Opportunity to impact client success by driving product knowledge and adoption
- Join a collaborative team passionate about delivering outstanding customer experience

About the business:

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