Senior Support Analyst - SaaS Accounting, Part-Time

Mri Software; Sydney; On-site; AUD 48,000 - 60,000; Part time

Benefits offered by this job

Flexible working arrangements

Uncapped commission structure

6x Flexi AnyDay

Me Days

Inclusive culture

Job summary

MRI Software is seeking a Support Analyst on a part-time basis to provide high-quality customer support across Strata Master (legacy) and Strata Master Cloud. You’ll combine accounting knowledge with technical troubleshooting to resolve issues confidently with customers.

You will own cases end-to-end, maintain strong CRM hygiene, and collaborate with escalation teams to deliver timely resolutions and improvements. This role emphasizes professional communication and accuracy.

Qualifications

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

Responsibilities

• Provide frontline telephone and email support for Strata Master users with professional communication.
• Independently manage multiple concurrent cases in Salesforce CRM with accurate documentation and updates.
• Troubleshoot functional, accounting, and technical issues using internal knowledgebase articles.
• Support setup and configuration of Strata Master across office PCs and servers where applicable.
• Collaborate with Technical Escalation teams by providing reproduction steps, diagnostics, and summaries.
• Contribute to testing and product improvements to meet customer expectations.
• Support customers across strata workflows including communications, invoicing, and accounting-related functionality.

Skills

Customer support

Salesforce CRM

Troubleshooting

Accounting knowledge

Documentation

English communication

Multitasking

Tools

Strata Master

Job description

MRI Software is seeking a Support Analyst on a part-time basis to provide high-quality customer support across Strata Master (legacy) and Strata Master Cloud. You’ll combine accounting knowledge with technical troubleshooting to resolve issues confidently with customers.

You will own cases end-to-end, maintain strong CRM hygiene, and collaborate with escalation teams to deliver timely resolutions and improvements. This role emphasizes professional communication and accuracy.