Support Analyst III
MRI•Cleveland, OH
•Hybrid
About The Position
As a Client Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyze complex software issues, engage with our worldwide client base, and provide an incredible customer experience every day. In this position, you will be the primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues. MRI Software will rely on YOU to use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.
Requirements
- Previous experience in customer service, technical support experience preferred
- Bachelor’s degree or equivalent work experience
- Customer focus and a passion for support
- Creative and curious troubleshooter
- Strong organization and time management skills
- Aptitude for technology
- Professional communication skills
Responsibilities
- Responds to inbound requests from all channels (phone, portal, e-case) within prescribed service levels
- Identifies, assesses, and resolves all new and existing concerns
- Monitors, documents, and manages the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of client satisfaction
- Assist in the creation and maintenance of user and procedural documentation
Benefits
- Medical coverage options
- HSA benefit
- 401k plan
- Parental Leave Program
- 20 days PTO
- Observed Holidays
- 16 hours of ‘Flexi’ time a year
- Tuition Reimbursement
- Flexibility of working from anywhere in the world for two weeks out of the year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
