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., ServiceNow, 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.