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- Tasks: As a Support Analyst, you'll tackle software issues and provide top-notch customer support daily.
- Company: MRI Software is a leading provider of innovative real estate technology with over 50 years of experience.
- Benefits: Enjoy flexible working options, health insurance, parental leave, and 25 days annual leave plus extra flex time.
- Why this job: Join a dynamic team dedicated to client success and personal growth in a fun, inclusive environment.
- Qualifications: Customer-focused with strong communication skills; tech-savvy and organised; experience in social housing is a plus.
- Other info: Be part of a progressive workplace that values diversity and offers unique perks like office breakfasts and virtual events.
The predicted salary is between 28800 - 43200 £ per year.
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.
What You Will Be Doing
- 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.
Essential Qualities
- 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.
Desirable Qualities
- Understanding and basic SQL.
- Strong customer service awareness.
- Works effectively within a team.
Benefits
- 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!
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!
EEO Statement
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!
Additional Information
Seniority level: Entry level
Employment type: Full‑time
Job function: Information Technology
Industries: Software Development
Location: (generic)
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Support Analyst employer: MRI Software
Contact Detail:
MRI Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Familiarise yourself with MRI Software's products and services. Understanding their software solutions, especially in social housing, will help you articulate how your skills can contribute to their mission during interviews.
✨Tip Number 2
Network with current or former employees of MRI Software on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Brush up on your technical troubleshooting skills. As a Support Analyst, you'll need to demonstrate your ability to resolve complex software issues, so practice common scenarios you might encounter in the role.
✨Tip Number 4
Prepare to discuss your customer service philosophy. Since customer focus is at the heart of MRI Software, think about examples from your past experiences that showcase your commitment to providing excellent support.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Support Analyst role. Focus on customer service, technical support, and any experience with software solutions, especially in social housing.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and your problem-solving abilities. Mention specific examples of how you've successfully resolved technical issues or improved customer experiences in the past.
Highlight Relevant Skills: In your application, emphasise your strong organisational skills, professional communication abilities, and familiarity with Microsoft products. If you have knowledge of OPEN housing or MRI Housing One, be sure to include that as well.
Show Enthusiasm for the Company: Demonstrate your interest in MRI Software by mentioning their commitment to employee engagement and client success. Express how you align with their values and how you can contribute to their mission of improving people's lives through technology.
How to prepare for a job interview at MRI Software
✨Understand the Company Culture
Before your interview, take some time to research MRI Software's culture and values. They emphasise a flexible working environment and employee engagement, so be prepared to discuss how you align with these principles.
✨Showcase Your Customer Service Skills
As a Support Analyst, customer service is key. Be ready to share examples of how you've successfully resolved customer issues in the past, highlighting your communication skills and ability to articulate technical concepts clearly.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've tackled complex software issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your creative troubleshooting skills.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the role or the company. This shows your genuine interest and helps you assess if MRI Software is the right fit for you.
