Senior Support Analyst

Salary: £49,000 - 89,000 per year

Requirements

• We require application support or software support experience using MRI Revenues and Benefits.
• We require excellent communication skills, with the ability to convey complex and difficult issues verbally and in writing to customers with varying levels of technical expertise.
• We require excellent analytical, process-oriented, organisational and problem-solving skills.
• We require the ability to learn and master employer-specific software.
• We require the ability to diagnose and address application issues.
• We require responsiveness to impact and urgency.
• We require proactive ownership.
• We require the ability to multitask.
• We require a self-motivated and resourceful approach.
• We require effective written and verbal communication skills.
• Desirable: understanding of and basic SQL knowledge.
• Desirable: strong customer service awareness.
• Desirable: ability to work effectively within a team.

Responsibilities

• We provide support for our product to external clients.
• We identify and resolve issues raised via our customer portal.
• We take ownership of customer incidents to ensure timely and effective solutions are provided.
• We thoroughly investigate reported incidents and defects through fact gathering and remote support.
• We find the root cause of issues.
• We build strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation.
• We ensure that SLAs are met and that both internal and external customers receive a timely response to their requests.
• We contribute to knowledge management in the wider business and become a subject matter expert and product virtuoso.
• We adhere to and improve current application support processes.
• We remain customer focused at all times.
• We learn, support and investigate the functionality of the software at all levels.
• We follow data protection and security regulations.

Technologies

• Support
• SQL
• Security
• Fabric

More

MRI Software is a people-first PropTech company that builds flexible, game-changing real estate software designed to help make the world a better place to live, work and play. We focus on creating exceptional client experiences and a connected community where people feel they belong, with support for employee resource groups and resources to help each person reach their full potential. We value diversity, equity and inclusion, and we encourage candidates to apply even if they feel unsure. This full-time role is based in our London, UK office and sits within our MRI One Revenues and Benefits, Digital and EDMS Service Desk supporting authorities across the UK.

last updated 36 week of 2026