Support Analyst - Application Support

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 2/3 days of working from home per week. This role can be tied to any of our UK offices (London/Sleaford/Birmingham).

We are currently looking to recruit an Application Support Analyst who has a passion and desire for customer service and to excel in their role. This is an exciting time to be part of growing company where you will be able to make a difference and realise personal development.

The role requires a good understanding of business processes and all its associated functions. You will be responsible for ensuring that SLA commitments are achieved, all tickets are managed and exceptional customer service. You will need to have strong communication skills, both written and verbal and the ability to take ownership of incidents, whilst ensuring issues are prioritized and resolved effectively. The key to this role will be the ability to prioritise workloads and adapt to changing priorities.

Job overview

• Effectively log, triage and resolve support tickets
• Excellent customer communication skills
• Experience in application support
• Gain knowledge of our product set
• Assist in building and maintaining a knowledge base for use across the business, responsible for the documentation
• Reviewing all support tickets on a daily basis
• Fast learner and adaptable
• Applying the appropriate resolution for the issue where required
• Escalating the support ticket to the 2nd or 3rd line support teams
• Updating the user / client with the ticket status

Candidate Requirements:
• A friendly and collaborative attitude and strong Team Player

• Excellent telephone manner

• Strong problem solving skills with a logical approach and use of methodologies such as ITIL
• Ability to pick up new technologies quickly and efficiently
• Good experience with Microsoft IT technologies
• Possess good personal organisation and time management abilities gained in a similar environment
• Suited to someone who would like to one day progress to a career in Software Development or Implementation of our Software Solutions.

Essential Knowledge and Experience:
• Experience of supporting distributed and web based applications
• Experience of recording and solving application support issues from customers, prioritising requests, implementing and communicating timely solutions
• Experienced in updating User Guides and Support Knowledge Base

• Root Cause Analysis

Experience working with Social Housing Application is preferable

• Knowledge of ITIL

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? 

We know the 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! 

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.