Support Analyst

Support Analyst

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people's lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we're insanely dedicated to creating a work environment that you look forward to every single day. That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we're on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Please note, this role is required to work to UK Hours, from 09:30 until 18:00 (BST/GMT).

We are looking to recruit those with relevant work experience or recent graduates who wish to take their first steps in an IT career. The opportunity is in the MRI Customer Services team primarily based in the City of London that provides help desk services around our Fixed Asset Accounting software. In-depth training on our software will be provided.

The Role

We are recruiting for the position of Support Analyst who will participate in the day-to-day duties of the helpdesk as an analyst, responding to queries from customers who are live users of the software. Assistance will largely be in the form of 1st line support, e.g. 'How do I?' questions. There will also be a requirement to handle some 2nd line support, e.g. troubleshooting connectivity issues or identifying issues that need to be reported to 3rd line support.

A proportion of this job requires talking to customers on the telephone working in a busy (sometimes high pressure) environment. You should have an excellent telephone manner and must be able to deal with customers in a friendly yet professional manner.

MRI can provide a wealth of opportunities and over time, career progression may take you down the product development route or the implantation consultancy route, to name a few.

Responsibilities

• To provide assistance and support by handling 1st line calls. It will be necessary to gather all pertinent information and record this in an accurate fashion.
• Identify calls that need to be routed to 2nd/3rd line support or customer training requirements and assign them as necessary.
• Identify calls that need to be escalated to the Support Manager and ensure that this escalation takes place in a timely manner.
• Ensure that all work is carried out and recorded in accordance with the Support standards and procedures. This will include ensuring that calls are logged and tracked accurately in Salesforce, the support ticketing system. This will require attention to detail and a methodical approach.
• Participate in department reviews, looking to for process improvement, spotting trends and help to identify communication needs both internally and externally.
• Keep up to date with the application functionality and deployment methods.
• We're looking for recent graduates with a good degree result or those with relevant work experience or experience with the RAM Fixed Asset Accounting software will be considered.
• Good problem solving and excellent interpersonal skills providing the ability to interact with developers, consultants, IT managers and network administrators are key attributes, as is a passion for customer service. High levels of literacy and numeracy skills are essential.

On the technical side

• Good computer skills (specifically Windows OS), high level of competency of Microsoft products (specifically Excel), and SQL Server (including scripting) skills are beneficial for this role.
• And interest in Windows Server, Citrix, Database Management and Report Writing (SSRS) will be an advantage.
• Mathematical background.

We're obsessed with making this the best job you've ever had!

We want our teams to love working here, so we've created some incredible perks for you to enjoy:

• We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Have confidence in your health with our offered Medical Aid Scheme.
• Invest in our competitive Personal Pension plan and help set you up for your future.
• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
• Further your professional development with our Tuition Reimbursement Schemes
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI's high client experience standard and continuing our growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge?

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status. Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.