Support Systems & Tools Administrator

About the role

The Support Systems & Tools Administrator is responsible for the day-to-day administration, configuration, and operational support of MRI Software's core support platforms. This role works closely with the Support Enablement & Delivery Systems and Tools Lead, internal application teams, and support teams to ensure systems are configured correctly, operating efficiently, and consistently supporting global support processes. This role is ideal for someone who is detail-oriented, systems-focused, and experienced with CRM/support platforms, with a strong interest in process execution, data accuracy, and operational stability. 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

Responsibilities

• Systems Administration & Support
• Administer and maintain support systems, including: Salesforce and Zendesk
• Exposure to Freshdesk or Amazon Connect is a plus but not required
• Assist in maintaining system health, data integrity, and operational consistency across regions
• Operational Enablement
• Support implementation and rollout of system changes, enhancements, and configuration updates including AI initiatives
• Partner with the Lead role to execute system improvements that support global alignment
• Troubleshoot system-related issues and escalate complex items as needed
• Process & Documentation Support
• Ensure accurate process documentation aligns with defined global workflows and best practices
• Support audits or reviews of system usage to ensure adherence to global standards
• Reporting & Data Support
• Assist with generating and maintaining operational reports and dashboards
• Validate data accuracy related to global support KPIs specific to productivity and operational metrics.
• Support analysis efforts to identifying trends or anomalies
• Collaboration & Other Responsibilities
• Work closely with:
• Support Enablement & Delivery Systems and Tools Lead
• Support teams
• Internal application and IT teams
• Support global teams across multiple regions and time zones
• Perform other job-related duties as assigned

Requirements

• Required Experience & Qualifications
• 1-4 years of experience in a systems administration or support operations role
• Hands-on experience with Salesforce and/or Zendesk in a support or service environment
• Experience administering users, workflows, queues, or cases within CRM/support platforms
• Comfort working in an operational, execution-focused role
• Skills & Competencies
• Strong attention to detail and organizational skills
• Ability to follow defined processes while identifying improvement opportunities
• Clear written communication skills, especially for documentation
• Analytical mindset with basic reporting and data validation experience
• Ability to collaborate effectively across key stakeholders
• Experience supporting SaaS or enterprise software support organizations
• Familiarity with support KPIs, SLAs, and case management processes
• Basic experience supporting self-service or knowledge workflows

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