Support Analyst

Role Overview

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You’ll be joining the friendly and dedicated MRI One Revenues and Benefits, Digital and EDMS Service Desk team, providing outstanding support and expertise to our valued Authority partners across the UK. We’re looking for someone who’s enthusiastic, innovative, and a true team player. You’ll enjoy collaborating with colleagues and working closely with both internal and external stakeholders. With the right tools at your fingertips and a creative mindset, you’ll help turn customer challenges into effective solutions — all while ensuring clear, helpful documentation to support our customers every step of the way.

• To provide support on our product to external clients.
• Identify and resolve issues raised via our customer portal.
• Take ownership of customer Incidents to ensure timely and effective solutions are provided.
• Thoroughly investigate reported Incidents/Defects through fact gathering and remote support.
• Finding the root cause of an issue.
• Build strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation.
• To ensure that SLAs are met and that both internal / external customers receive a timely response to their requests.
• Contribute towards knowledge management in the wider business, become a subject matter expert and product virtuoso.
• Adhere to and improve current application support processes.
• Remain customer focused at all times.
• Learn, support and investigate the functionality of the software at all levels.
• Follow data protection and security regulations.

• Application Support / Software Support experience using MRI Digital platform or MRI One Revenues and Benefits.
• Excellent communication skills, being able to convey complex and difficult issues both verbally and in writing to customers with varying levels of technical expertise.
• Excellent analytical, process‑oriented, organisational and problem‑solving skills.
• Ability to learn and master employer‑specific software.
• Ability to diagnose & address application issues.
• Responsiveness to impact and urgency.
• Takes proactive ownership.
• Ability to multitask.
• Always ready and willing to improve.
• Self‑motivated and resourceful.
• Effective communicator, written and verbal.

• Understanding and basic SQL.
• Strong customer service awareness.
• Works effectively within a team.

• 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!

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 Prop Tech 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…