At a Glance
- Tasks: Provide top-notch support for our software and resolve customer issues creatively.
- Company: Join MRI Software, a leader in innovative real estate solutions.
- Benefits: Enjoy a people-first culture, career growth, and a supportive community.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real impact by helping clients and enhancing their experience.
- Qualifications: Experience in application support and strong communication skills are essential.
The predicted salary is between 60000 - 80000 £ per year.
Help us strengthen our service desk support team as a full time Application Support Analyst for MRI Revenues Application Support team. You will be part of MRI One Revenues and Benefits, Digital and EDMS Service Desk providing support and service expertise to Authorities across the UK. The ideal candidate will be highly motivated, creative and a real team player, demonstrating an ability to work well within the Service Desk team as well as with both internal and external stakeholders. The tools provided coupled with a creative mind set, will enable the successful candidate to translate the customers’ incidents into a viable solution and provide supporting documentation for all customers.
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 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.
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. 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!
Senior Support Analyst in London employer: MRI
At MRI Software, we pride ourselves on being an exceptional employer that fosters a vibrant and inclusive work culture. As a Senior Support Analyst, you will not only have the opportunity to contribute to innovative solutions but also benefit from tailored resources for personal growth and development. Our commitment to diversity, equity, and inclusion ensures that every employee feels valued and empowered, making MRI a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MRI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MRI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Support Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MRI:Your cover letter is your chance to shine! Tell us why you want to work at MRI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MRI!
How to prepare for a job interview at MRI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
