Application Support Analyst (NA Hours)

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 2 days of working from home per week. This role is based in the Cape Town office.  

Please note, the successful candidate will work in accordance with NA hours, 8:30am to 5:00pm EST on Mondays to Fridays (which is 14:30 - 23:00 SAST subject to adjustment in accordance with applicable daylight savings changes) and NA public holidays.

MRI Software is currently seeking a Software Support Analyst, who will work as part of our Client Support team. This role involves analysing complex software issues, engaging with our worldwide client base, and providing an incredible customer experience every day. In this position, you will be the primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues. MRI Software will rely on you to listen to and empathize with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

Responsibilities

• Primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues.
• Listen and empathise with our clients.
• Use troubleshooting and technical skills to meet the client’s needs.
• Consistently deliver a professional experience.
• Deliver timely updates on progress, with the response time and client satisfaction targets in mind.
• Deliver comprehensive analysis on data, reporting and validation tasks and issues.

Requirements

• Customer focus and a passion for support.
• Creative and curious troubleshooter
• Strong organization and time management skills
• Professional communication skills with the ability to confidently articulate technical concepts
• Previous experience in customer service

• Sql Knowledge

• Excellent computer skills and knowledge of Microsoft products required
• Minimum 1 year experience in application support
• Excellent customer services skills
• Willingness to take ownership of issues
• Ability to build relationships with clients, share knowledge with colleagues
• Ability to work under pressure to meet KPI's and SLA's
• Full working knowledge of the importance of processes
• 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.