Senior Support Analyst (Strata) Part time 4 days per week

MRI Software is seeking a Support Analyst on a part time basis (4 days per week) to provide high-quality customer support across both Strata Master (legacy) and Strata Master Cloud.

This role suits someone who can operate with mid to high independence combining accounting knowledge with technical troubleshooting to resolve issues efficiently and confidently with customers.

• Provide frontline telephone and email support for Strata Master users delivering confident and professional customer communication.
• Independently manage multiple concurrent cases in Salesforce CRM ensuring accurate documentation clear customer updates and timely resolutions.
• Troubleshoot functional accounting and technical issues using internal knowledgebase articles and structured problem-solving.
• Support customers with setup and configuration of Strata Master across office PCs and server environments (where applicable).
• Work closely with Technical Escalation teams by providing high-quality reproduction steps diagnostics and clear summaries of impact and urgency.
• Contribute to testing and product improvement activities to ensure enhancements meet customer expectations.
• Support customers across strata workflows including communications reporting invoicing/arrears meeting processes maintenance workflows and accounting-related functionality as relevant to Strata Masters integrated approach.

• You own cases end-to-end with minimal supervision and maintain strong case hygiene in CRM (clear notes steps taken outcomes).
• You resolve the majority of issues independently and escalate only when needed with complete context to accelerate resolution.
• Customers receive clear guidance and timely updates through professional phone/email communication.

• 1 years experience in an accounting environment (e.g. bookkeeping finance operations accounts/admin in an accounting context).
• Strong grasp of accounting fundamentals (e.g. reconciliation concepts reporting logic transactional troubleshooting.
• Proven ability to troubleshoot software issues logically document steps and manage multiple priorities simultaneously.
• Exceptional written and verbal English communication.

• Experience supporting business software in a customer-facing environment (SaaS or installed applications).
• Exposure to strata/property environments or trust-style accounting workflows (highly beneficial for Strata Masters positioning).

Benefits:

• Flexible working arrangements

• Uncapped Commission Structure

• 6x FlexiAnyDay: knock 2.5 hours off your day!

• Me Days:additional3 days of annual leave for qualifying employees

• Engaging fun & inclusive culture: check out the MRI Software APAC Insta feed and stories!

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 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.

At MRI one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate thats our goal every day. Because thats what industry leaders do. Whether youre 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 dont hesitate to apply. Wed 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!