Application Support Analyst

The Role
MRI Software is seeking a Support Analyst to join our team in Dubai! This individual will be responsible for resolving customer queries and will need to analyse software issues to recommend solutions, engaging with clients via email and telephone will be an integral part of this role. The successful candidate will be the primary point of contact for a broad variety of customers, assisting with a wide range of functional questions and technical software-related issues. This role specifically relates to the Horizon product. MRI Software will rely on you to listen to and empathise with our clients and to use your troubleshooting skills, positive attitude and technical abilities to meet their needs to deliver a consistent professional experience. We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Dubai office. Responsibilities • Develop a deep understanding of the functional and technical aspects of the Horizon product • Using MRI support tools, track and resolve client issues in a timely manner following appropriate Support procedures • Advise clients on industry best practices • Thoroughly test client issues to recreate and assist in determining root cause • Actively monitor cases to ensure they are resolved within clients’ Service Level Agreements • Participates in the Knowledge Management process through creation and use of materials • Effectively and proactively manage client expectations • Foster positive relationships with clients to ensure client retention • Clearly document issue resolutions and confirm client understanding for closure of support cases • Perform and participate in on-going system training and knowledge transfer with internal personnel across departments • Approach all circumstances and interactions in a professional manner • Adhere to all internal policies and procedures as required by the Information Security Management Team

Requirements

• BA/BS in Business or Computer Science or equivalent experience • Proven experience in researching and resolving client issues (2 years +) • Experience in application support • Software testing and troubleshooting experience • Technically proficient – working knowledge on SQL queries • Professional communication skills with the ability to confidently articulate technical concepts (written and verbal) • The ability to multi-task and work well under pressure • Interpersonal skills coupled with the ability to work across departmental boundaries • Excellent written and oral communication skills • Excellent analytical skills - A strong problem-solving skillset • Strong administration and time management skills • Excellent computer skills and knowledge of the Microsoft product suite • Must be fluent in English • Familiarity with the property or software industry is a plus • Prior Horizon experience would be beneficial Preferences • Previous experience in using Real Estate software highly regarded • Understanding of Accounting Practices within Real Estate • Real estate knowledge and experience

About the company
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, cant 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; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential, were passionate about creating a work environment that makes you excited to show up every single day.