Support Analyst III

About the Role:

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

As a Support Analyst III, you will add to the positive and supportive team dynamic, with an optimistic and open-minded approach. You'll be able to work autonomously but will value teamwork and support of those around you. You will be the first point of contact for our clients, providing front-line support and communicating with them in a confident and professional manner. You will have the opportunity to utilise your accounting and customer service knowledge to help our clients get the most from our growing legacy product Strata Master. 

Responsibilities

• Provide internal and external frontline telephone and email support for Strata Master users.
• Work through and maintain multiple pending cases on our CRM (Salesforce) that require expert care and attention.
• Manage all calls in a professional manner and resolved within the required time frame.
• Assist clients to install and configure Strata Master on their office PC’s and servers
• Provide Technical and analytical troubleshooting for general issues raised by our clients
• Utilising our internal knowledgebase, you will be expected to find and follow troubleshooting articles with clients.
• At times you will work closely with our Technical Escalation Teams, who are available to assist and support you where needed
• Aid in testing and developing Strata Master to ensure product enhancements meet Client’s expectations

Skills and Experience

• Must have at least 1 years’ experience in the accounting industry
• Experience with using and/or supporting accounting softwares like Xero, Quickbooks, and MYOB highly regarded
• Exceptional command of the English language: Written and verbal comprehension 
• Experience as a customer service representative for a software company is highly regarded but not essential
• Proven experience of your problem-solving ability
• Strong customer focus and an attention to detail

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!  

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.  

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.  

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. 

Amazing growth requires amazing employees. Are you up to the challenge?   

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!   

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. 

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!