Support Analyst

Job description

You may be our next Screening Support Software Analyst . As a Screening Support Software Analyst, you'll help clients and applicants navigate our screening and background check solutions with confidence. You'll serve as a trusted resource, providing support, answering questions, troubleshooting issues, and helping ensure a smooth screening experience from start to finish. In this role, you'll: Assist clients and applicants with questions related to screening and background check processes. Investigate and resolve software, process, and account-related issues. Guide users through system navigation and help them understand screening requirements. Communicate clearly and professionally through phone, email, and other support channels. Research issues, identify solutions, and follow through to resolution. Partner with internal teams to address complex situations and improve the customer experience. Deliver a positive experience by demonstrating patience, empathy, and a willingness to help. Skills & Other Requirements Strong customer service background, with the ability to communicate clearly, handle high-volume inquiries, and provide a professional and positive experience for users. Experience working in the screening, verifications, or background check industry, including familiarity with processes such as identity verification, preferred. Bachelor’s degree or equivalent work experience. Customer focus and a passion for support. Creative and curious troubleshooter. Strong organization and time management skills. Aptitude for technology. Professional communication skills. Essential Duties and Responsibilities include the following: Answer inbound customer calls and emails regarding the screening platform. Assist users with login issues, password resets, account verification, and profile updates. Guide clients through system navigation and usage of screening tools and workflows. Provide status updates on screening reports following proper verification protocols. Explain screening requirements, documentation needs, and feature functionality clearly and professionally. Cultural Fit Customer-focused, with a passion for support. Creative and curious trouble-shooter. Acts with integrity, honesty, tolerance, and inclusion. Action-oriented and responsive. Takes initiative and follows through with efficiency. Keeps commitments with enthusiasm. Constantly strives to amaze. Welcomes change, celebrates successes, and finds joy in the journey. Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus additional benefits 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!