Support Analyst

Software 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.

MRI Software is currently seeking a Software Support Analyst with experience in supporting distributed and web-based applications, as well as a working knowledge of Microsoft SQL. We are looking for an enthusiastic individual eager to gain experience within a corporate software environment. This position is part of our Support Services team based in the Cape Town office and involves providing help desk services for a wide range of MRI software solutions. The role requires working UK hours from 08:30 to 17:00, Monday to Friday.

As a Support Analyst within the MRI Software Client Support team, you will have the opportunity to analyse complex software issues, engage with our diverse client base, and deliver an exceptional customer experience daily. In this role, you will be the primary point of contact for various customers, including those from energy and property management institutions, and will be responsible for providing technical solutions, advice, and consultancy related to our company's software applications.

Communicating effectively to both internal and external clients, offering progress updates along the way, providing sound recommendations or solutions that are client-focused and where possible, anticipating clients' upcoming needs. You will be working with others and playing an integral part in both your team and the wider business by fostering a collaborative working environment. Contribute to team performance, and capable of finding ways around obstacles with minimum guidance. Actively shares knowledge among peers and demonstrates initiative in professional self-development.

Responsibilities:

• Provide excellent customer service throughout a call lifecycle, ensuring resolution and client satisfaction before concluding each call.
• Acquire knowledge of our product offerings and provide support for software packages, including operating environments, modules, and features.
• Achieve KPIs and SLAs aligned with the clients' T&Cs and business objectives.
• Ensure that escalations and complaints are handled according to MRI processes.
• Assist in building and maintaining a knowledge base for use across the business, and take responsibility for proper documentation.
• Share knowledge with colleagues and provide guidance when needed.
• Participate in the User Acceptance Testing (UAT) cycle for calls resolved in upcoming major software releases and service packs.
• Apply the appropriate resolution for the issue where required and conclude call with appropriate Root Cause Analysis.
• Commit to working towards and achieving all MRI's/teams/personal objectives and goals.
• Adhere to all working practices, including ISO processes and GDPR guidelines.

Required Knowledge and Experience:

• Supporting distributed and web-based applications in Internet Information Services (IIS).
• Working knowledge of web technologies, ASP.NET, Blazer and Mongo DB.
• Proficient in Microsoft SQL Management Studio, including understanding stored procedures and triggers.
• Solving application support issues from customers, prioritising tickets and communicating regularly.
• Update user guides and the support knowledge base.
• Strong problem-solving skills.
• A minimum of 2 years of experience in the software industry.
• A minimum of 2 years of experience in customer support.

Other Requirements:

• A friendly, collaborative attitude and a strong ability to work as a team player.
• Excellent problem-solving skills with a logical approach.
• Excellent telephone manners.
• Strong communication skills with the ability to confidently articulate technical concepts.
• Good organisation and time management skills.
• Fast learner who can adapt to new technologies and business needs.
• Passion for Continuous Professional Development.

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: 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.