Support Analyst London 2023

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 the London office.

This opportunity is within the MRI Customer Services team who provides help desk services on our suite of Intermodal logistics software.  In depth training on our software will be provided.

As a specialist in the intermodal transport industry, Intermodal is currently supplying many of the top operators, lessors and traders as well as start-ups and smaller organisations, providing them with specialist software and excellent customer service. With a dedicated team of professionals, Intermodal ensures that its products are at the forefront of technological innovation with the flexibility to meet the varied requirements of its customers.

The role

We are recruiting for the position of an application support analyst who will participate in the day-to-day duties of the support team, responding to queries from live users of the software.  Assistance will be in the form of 1st and 2nd line support e.g. ‘How do I?’ questions, trouble-shooting application issues and identifying issues that need to be reported to 3rd line support.

A large proportion of this job requires communicating with customers via email or on the telephone, working in a busy (sometimes high pressure) environment. You should have an excellent telephone manner and a high level of written communication. A successful candidate must be able to deal with customers in a friendly yet professional manner.

This role will provide the perfect opportunity for someone with the chance to further develop their skillset.  You would be working in an innovative and vibrant atmosphere with a strong team culture that rewards good performance.

Duties and responsibilities

• To provide guidance and support by handling 1st and 2nd Line support cases. It will be necessary to gather all pertinent information and record this in an accurate fashion.
• Identify calls that need to be routed to 3rd Line support or customer training requirements and assign as necessary.
• Identify calls that need to be escalated to a more senior helpdesk analyst and ensure that this escalation takes place in a timely manner.
• Ensure that all work is carried out and recorded in accordance with the Help Desk standards and procedures.  This will include ensuring the calls are logged and tracked accurately in Salesforce, the Help Desk tracking system. This will require attention to detail and a methodical approach.
• Participate in department reviews, looking for process improvement, spotting trends and help to identify communication needs both internally and externally.
• Keep up to date with the application functionality and deployment methods.
• Carry out software testing and quality assurance, liaising closely with the development team to manage software changes and ensure that correct functionality is delivered.

The ideal candidate

• We are looking for an experienced application support analysts. Those with relevant work experience or experience with the Intermodal Logistics software will also be considered.
• Good problem solving and excellent interpersonal skills providing the ability to interact with Developers, Consultants, IT Managers and Network Administrators are key attributes, as is a passion for customer service. High levels of literacy and numeracy are essential

On the technical side

• Good computer skills, knowledge of Microsoft products in a networked environment and database skills are beneficial for this role.
• An awareness of mobile devices, for example Apple, Android would be very beneficial.
• An interest of Windows Server, Citrix, database management, report writing (e.g. SSRS, Crystal Reports) would also be an advantage.

What we offer

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?