Technical Support Analyst

Role Overview

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 and 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
• Participate 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 ongoing 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

Skills/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

We're obsessed with making this the best job you've ever had!

We want our teams to love working here, so we've created some incredible perks for you to enjoy:

• Join our employee led groups to maximise your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group.
• Enjoy a fantastic work life balance with 24 days of annual leave plus Bank Holidays, and finish early 6 times a year with our 'Flexi' scheme.
• Further your professional development and growth with our generous Tuition Reimbursement Schemes.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!
• Encouraging you to stay fit and healthy, we offer gym membership reimbursement to help you be the best version of yourself.

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!