Senior Support Analyst

Position Overview

We are seeking experienced Application Support Analysts to join our dynamic support team. In this role, you will be responsible for responding to and resolving queries from live users of our intermodal logistics software. You will triage tickets, answer How do I? questions, troubleshoot application issues, resolve cases, and escalate complex matters to 3rdline support when required.

This position involves extensive communication with customers via email, portal, and telephone. You must be able to deliver professional, friendly, and effective support in a fastpaced environment.

Role and Responsibilitie

• sHandle application support cases, gather information, and log details accurately
• .Resolve client issues or route cases to 3rdline support/training teams as needed
• .Ensure all work is carried out in line with support standards and procedures
• .Participate in reviews to identify process improvements, spot trends, and enhance communication
• .Liaise with development teams to manage software changes and ensure correct functionality

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What We are looking fo

• r:5+ years of experience in application support or technical support role
• s.Strong problemsolving and analytical skill
• s.Excellent verbal and written communication skills, with a professional telephone manne
• r.Customerfocused approach with strong interpersonal skill
• s.Ability to work independently, manage workload under pressure, and pay close attention to detai
• l.Experience in logistics, intermodal transport, or related software domains (preferred
• ).Quick learner with the ability to train on the job and adapt to new technologie

s.
Benefi

• ts:Flexible working arrangements (3 days in the offi
• ce)Annual performance-related bo
• nusHealth insura
• nce6x Flexi Fridays: knock 2.5 hours off your day on any
• dayEngaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stori

es!
Abou

t Us
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 your