Job Description
Role Overview
An MRI real estate Support Specialist (Tier 1 & Tier 2) provides technical/functional assistance to clients using MRI's real estate software suite, handling a range of issues from basic troubleshooting to more complex problem analysis and resolution.
Key Responsibilities
Tier 1:
- Initial point of contact for clients via phone, email, and support portals.
- Log and document client issues and resolutions accurately in a ticketing system (e.g., Service Now, Jira).
- Resolve basic issues, such as how-to questions related to specific application features and business processes.
- Escalate complex or unresolvable issues to Tier 2 or Tier 3 support teams following defined processes.
- Provide basic application navigation and support for standard Microsoft Office suite issues.
- Maintain professional communication and manage day-to-day interactions with clients.
- Track service requests and monitor client metrics to ensure SLA compliance.
Tier 2:...
An MRI real estate Support Specialist (Tier 1 & Tier 2) provides technical/functional assistance to clients using MRI's real estate software suite, handling a range of issues from basic troubleshooting to more complex problem analysis and resolution.
Key Responsibilities
Tier 1:
- Initial point of contact for clients via phone, email, and support portals.
- Log and document client issues and resolutions accurately in a ticketing system (e.g., Service Now, Jira).
- Resolve basic issues, such as how-to questions related to specific application features and business processes.
- Escalate complex or unresolvable issues to Tier 2 or Tier 3 support teams following defined processes.
- Provide basic application navigation and support for standard Microsoft Office suite issues.
- Maintain professional communication and manage day-to-day interactions with clients.
- Track service requests and monitor client metrics to ensure SLA compliance.
Tier 2:...
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