Service Desk 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 our Newcastle, UK office.
As a Service Desk Support Analyst with the MRI Software Client Support team, you will have the opportunity to engage with our impressive client base and provide an incredible customer experience every day. In this position, you will be the point of contact for a broad variety of customers, assisting with a wide range of questions and technical issues. This role specifically relates
to our Social Housing product suite.
MRI Software will rely on YOU to listen to and empathise with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.
Log, and where possible resolve, customer support tickets by phone and email.
Record, track and manage all open support tickets as part of the in-house support team.
Request or obtain missing information required to progress the call:
Add chases to tickets but equally, chase teams and individuals for updates.
Escalate breaching incidents to relevant staff.
Take part in customer and in-house weekly/monthly support team meetings.
Additional duties may be required as the role allows or as the business needs.
Customer focus and a passion for support
Creative and curious troubleshooter
Strong organization and time management skills
Professional communication skills with the ability to confidently articulate technical concepts
Excellent computer skills and knowledge of Microsoft products
We’re obsessed with making this the best job you’ve ever had!
We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:
Join our employee-led groups to maximise your experience at work such as our Diversity, Equity and Inclusion 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! We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s).
Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, and finish early 6 times a year with our ‘Flexi’ scheme.
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.
Amazing growth takes amazing employees. Are you up to the challenge?
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.