Technical Support Analyst Production Support
Year Delhi, India
Job Description
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As a Technical Support Analyst - Production Support with the MRI Software Global 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. Following our recent acquisition of AI startup, Leverton, we are expanding our offering to leverage Artificial Intelligence, Machine Learning and Business Intelligence technologies to help real estate companies worldwide make smarter decisions using better data. In this position, you will be the primary point of contact for a broad variety of customers, assisting with a wide range of questions and issues. MRI Software will rely on YOU to listen to and empathize with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.
Essential Functions:
- Responds to inbound requests via email within prescribed service levels
- Identify, assess criticality and prioritize resolution of all new and existing issues
- Monitors, documents, and manages the resolution process in a timely manner, while effectively communicating status with the client to maintain a high rate of client satisfaction
- Offer accurate and efficient resolutions to cases, with assistance from Lead Software Support Agents if necessary
- Participates in the Knowledge Management process through the creation and use of materials
- Guides Clients on the use of self-help resources
- Adheres to all MRI Software and Global Client Support policies and procedures
- Performs other duties and responsibilities as assigned
Skills & Other Requirements
- 2+ years of experience as a Technical Support Analyst
- Core Java Knowledge - Preferred
- Ticketing tool: ServiceNow, JIRA - Preferred
- Technical PC experience in a Windows environment preferred
- Excellent analytical and problem-solving skills
- Excellent written communication skills
- Bachelor\xe2\x80\x99s degree in Computer Science or Computer Engineering field
Benefits:
- Flexible working arrangements (2 days in the office)
- Annual performance-related bonus
- Health insurance
- 6x Flexi Fridays: knock 2.5 hours off your day on a Friday
- Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories!
About the business:
MRI Software is a global Proptech leader delivering innovative applications and hosted solutions that free real estate companies to elevate their business.
Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets. With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 3000+ team members to support our clients and their unique needs!
MRI is proud to be an Equal Employment Opportunity employer.
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Job Detail
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Job IdJD3035921
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDelhi, India
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EducationNot mentioned
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ExperienceYear