Application Support Analyst (MRI Software)

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.
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