MRI Support Specialist

Role Overview
An MRI real estate Support Specialist (Tier 1 & Tier
2) provides technical/functional assistance to clients using MRI's real estate software suite, handling a range of issues from basic troubleshooting to more complex problem analysis and resolution.

Key Responsibilities
Tier 1:
Initial point of contact  for clients via phone, email, and support portals.
Log and document  client issues and resolutions accurately in a ticketing system (e.g., Service Now, Jira).
Resolve basic issues , such as how-to questions related to specific application features and business processes.
Escalate complex or unresolvable  issues to Tier 2 or Tier 3 support teams following defined processes.
Provide basic application navigation  and support for standard Microsoft Office suite issues.
Maintain professional communication  and manage day-to-day interactions with clients.
Track service requests  and monitor client metrics to ensure SLA compliance.

Tier 2:
Handle escalated issues  from Tier 1 that require more in-depth knowledge and analysis.
Conduct advanced troubleshooting  and technical analysis of complex software problems.
Work with database tools  (e.g., SQL) for data analysis, reporting, and issue investigation.
Coordinate  with internal teams (e.g., product development, IT, vendors) to resolve issues requiring design changes or specific expertise.
Assist with software upgrades , module implementations, and third-party integrations.
Develop and present training  on applications and business processes to clients and internal teams.
Track trends of recurring incidents  and work with clients and internal teams to mitigate them.

Required

Skills and Qualifications

Experience:

3+ years in a customer support role for Tier 1, and typically 3-5+ years in a technical/functional support or application support role (preferably with MRI real estate software) for Tier
2. Working knowledge of MRI PMX Version 10.7 is required.
Technical Proficiency:  Strong computer skills, knowledge of the Microsoft suite, experience with ticketing systems, and for Tier 2, familiarity with SQL or report-writing tools.
Domain Knowledge:  Basic understanding of real estate MRI workflows, property management, and/or accounting principles is a significant advantage. This role will provide Tier 1 and Tier 2 application support for MRI Software users across modules such as GL, AP, AR, and Fixed Assets.
Problem-Solving:  Excellent analytical, troubleshooting, and problem-solving skills are essential at both tiers, with Tier 2 requiring more in-depth analytical capabilities. Responsibilities include troubleshooting user issues, managing permissions, escalating complex cases, and assisting with configuration or data setup.
Communication:  Strong verbal and written communication skills to articulate technical/functional concepts confidently to clients and internal stakeholders.

Soft Skills:

Patience, customer focus, strong organizational skills, ability to multitask, and a passion for delivering a professional client experience are key for success in this role.
Working shift:  Night shift to support US working shift hours.