About the Role:
MRI Software is seeking a Support Analyst 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.
What you’ll do
- 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 Master’s integrated approach.
What success looks like (outcomes)
- 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.
Must-have experience
- At least one year of practical experience in accounting, bookkeeping, finance operations, or trust accounting.
- Working knowledge of accounting fundamentals, including bank reconciliations, receipts and payments, journals, transaction allocation, and financial reporting.
- Understanding of trust accounting principles, including accurate record keeping, separation of client or scheme balances, reconciliation of financial records, variance investigation, and audit readiness.
- Ability to investigate accounting discrepancies systematically and explain the findings clearly to customers.
- Proven ability to troubleshoot software issues, document investigation steps, and manage multiple priorities independently.
- Strong written and verbal communication skills, with the ability to translate accounting and technical information into clear customer guidance.
Highly regarded
- Previous experience working with trust accounting in strata, property management, real estate, legal, or another regulated client-funds environment.
- Experience using or supporting Strata Master, Xero, MYOB, QuickBooks, or similar accounting software.
- Exposure to levy processing, arrears management, electronic banking, financial reporting, or owners corporation accounting.
- Experience supporting accounting software or investigating financial system and data discrepancies.
Shift coverage
- This role may require shift times to support customer needs (e.g., rostered start/finish times across agreed business hours – AEST and AWST).
Benefits
- Flexible working arrangements
- Annual performance-related bonus
- 6x Flexi AnyDay: knock 2.5 hours off your day!
- Me Days: additional 3 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, 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!
