Position Summary:
MRI Software is looking for a Client Support Agent to join our dynamic and vibrant team. As a leading provider of innovative real estate software applications, we are committed to providing our clients with exceptional customer service and support.
The successful candidate will be responsible for supporting Vault CRM clients.
As a Client Support Agent, you will provide the server of the company’s products, be the first point of contact for our clients, providing front-line support, communicating with them in a confident and professional manner. You will have the opportunity to utilise your customer service & technical knowledge to help our clients get the most from our product MRI Vault – CRM.
As a Client Support Agent, you will provide the server of the company’s products, be the first point of contact for our clients, providing front-line support, communicating with them in a confident and professional manner. You will have the opportunity to utilise your customer service & technical knowledge to help our clients get the most from our product MRI Vault – CRM.
As a Support Analyst, you will be responsible for the following:
- Provide front-line support via tickets and phone calls for Vault CRM
- Manage day-to-day interactions with clients and external partners to support ongoing needs
- Provide solutions to solve customer queries and proactively follow these to resolution
- Troubleshoot technical issues and appropriately escalate tickets, following defined process
- Maintain accurate records of client interactions within the ticketing system
- Communicate with clients and internal stakeholders directly in a confident and professional manner
Requirements and Desired Skills:
-
Real Estate Industry knowledge and experience highly desired – Including but not limited to:
Sales and/or Property Management Processes, Real Estate Trust Accounting, Commercial Leasing, Sales Administration
- 1-2 years’ experience in a customer support role, preferably in technical support for web-based products
- Ability to learn new technology and evolve with Product development
- Intermediate to Advanced level of MS Office skills (esp. Excel, Word, Outlook).
- Great communication skills and phone etiquette
- Ability to maintain confidentiality of highly sensitive information
- A can-do attitude and a desire to learn and grow.
- Proven experience of your problem-solving ability
- Ability to work in a team and independently
- Attention to detail and strong organisational skills
- Ability to multitask and prioritise tasks
WHAT MAKES THIS A GREAT OPPORTUNITY?
- Enjoy a flexible hybrid work arrangement with 3 days working from home and 2 days in the office each week
- Operating hours: 40 hours per week, 7:00am – 3:30pm
- Modern office located in Perth CBD close to train station, cafes, restaurants and Elizabeth Quay
- Opportunity to impact client success by driving product knowledge and adoption
- Join a collaborative team passionate about delivering outstanding customer experience
About the business:
MRI Software delivers 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, India, and Ireland with over 4500 team members to support our clients and their unique needs!
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