Senior Product Support Analyst

Senior Support Analyst (Product Support) Overview: Designation: Support Analyst/Senior Support Analyst Experience and skills needed: Strong communication skills, especially in writing Atleast 4-5 years previous experience in technical / Product support role Exposure to any programming language Experience with web-based software and communication tools/ ticketing systems such as Zendesk and Salesforce Communicative, open-minded and engaged. Able to see more than standard solutions, good troubleshooting skills Fluent in English (reading and writing) Friendly, positive & emphatic to our internal and external users Good logical thinking and eye for detail Roles and Responsibilities : Interact with our users and support them with their needs and questions, mainly via email and chat Respond to incoming questions and issues via Salesforce/emails Escalate the issues to 2nd level and to our technical team Develop strong knowledge of our platform and learn best practices of using it; share this knowledge with our customers to help them achieve their goals Education Bachelor’s degree in Computer Science, IT, or related field Benefits: Flexible to work in Rotational Shifts arrangements (2 days in the office) Annual performance-related bonus 6x Flexi Anyday: knock 2.5 hours off your day on any day Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories! 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! 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! Experience Level Senior Level