Software Support Analyst (PropTech SaaS)

MRI Software is looking for a Client Support Analyst to join our dynamic and vibrant team. 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 Client Support Analyst, 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 utilize your trust accounting and property management knowledge to help our clients get the most from our growing product Palace. Responsibilities: Provide front-line support and communicate with clients directly in a confident and professional manner. Assist Palace users online to resolve support tickets, in a timely and effective manner. Contribute to product documentation and ability to convey information in a concise and effective manner. Assist in the testing of new features and enhancements. Provide project support to the broader Client Service Team. Take ownership of Client issues and proactively follow them up to resolution. Appropriately escalate tickets requiring additional review following defined escalation process with Product and/or Engineering. As required, assist with training new team members on product and support related systems and processes. Record all ticket details including problem and solutions in Zendesk or Jira as required. Manage communication with Clients via multiple communication channels (phone, email). As required, work with Project Coordinators to schedule the conversions and internal merges and complete any key financials required. As required, assist with any forensic or suspected incident investigations. About you: 1-2 years' experience in using Palace or similar. Experience within the Property Management/Strata industry preferred. Ability to learn new technology and evolve with Product development. Intermediate to advanced MS Office skills (esp. Excel, Word, Outlook). A can-do attitude and a desire to learn and grow. Proven experience of your problem-solving ability. Outstanding communication skills. Flexibility and passion for delivering outstanding service. Previous experience operating cloud-based technology is highly desirable. About the business: MRI Software is a global Proptech leader delivering innovative applications and hosted solutions that free real estate companies to elevate their business. Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting to investment modelling and analytics for the global commercial and residential markets. With over five decades of expertise and insight, we have grown to include offices across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 3500 team members to support our clients and their unique needs! MRI is proud to be an Equal Employment Opportunity employer. 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! At MRI, our company culture is more than a talking point – it's what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We're completely dedicated to 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 resource groups to maximize your experience at work. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program. Utilize 16 hours of paid time to volunteer. Know great workers? Our generous employee referral scheme rewards you for bringing in talent. Enjoy peace of mind with our regional-specific healthcare benefits for you and your family. Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work-life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year. And more! Now, take a glimpse into some of the fun we have here: MRI Software Instagram