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Support Analyst

MRI Software

MRI Software

IT, Customer Service
Donegal, Ireland
Posted on Saturday, October 28, 2023

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, our Support team members are 4 days in office and 1 day working from home per week. This role is based in our Donegal, Ireland office.

Position Overview:

The Support team are responsible for providing customers with technical support for our software. As a Support Analyst, you will support our customers once they have fully implemented software installed, calls will be allocated to each team member. You will have the ability to adapt to a variety of situations and individuals, working towards win-win outcomes, identifying key or underlying issues in both complex situations and product related matters.

Communicating effectively to both internal and external clients, offering progress updates along the way, providing sound recommendations or solutions that are client focused and where possible anticipate client’s upcoming needs. You will be working with others and playing an integral part in both your team and the wider business by fostering a collaborative working environment. Contribute to team performance, and capable of finding ways around obstacles with minimum guidance. Actively shares knowledge among peers and demonstrates initiative in professional self-development.


  • Provide excellent customer service, throughout a call's lifecycle, ensuring clients satisfaction before closing a call

  • Provide first line support on software packages operating environments, modules and features

  • Provide support for the deployment of “systems” to a client in a timely fashion mitigating any compromise to business delivery

  • Achieve KPIs and SLAs aligned to the clients T&C’s and business objectives

  • Ensure escalations and complaints are escalated as per MRI processes.

  • Share knowledge with colleagues and provide guidance

  • Commit to working towards and achieving all MRI’s/teams/personal objectives and goals

  • Follow all working practices (ISO processes) and GDPR guidelines


  • Minimum 6 months Software industry experience

  • Minimum 6 months customer support experience

  • Microsoft SQL


  • Leaving Certificate or equivalent Diploma

  • Computer science or equivalent

Other Requirements:

  • Willing to undertake further learning to fulfil the requirements of the role Passion for Continuous Professional Development

  • Willing to work additional hours to meet the demands of the role

  • Required to travel on company business on an ad-hoc basis in the UK and Global.

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 the benefits of having access to our Employee Assistance Program with Laya Healthcare.

  • Invest in our competitive Pension Scheme and help set you up for your future.

  • Big on family? So are we! We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience.

  • Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s).

  • Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, and finish early 6 times a year with our ‘Flexi’ scheme.

  • Income Protection Plans give you the peace of mind you deserve.

  • 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!

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge?

We know the 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!

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.