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MRI Software logo
MRI Software

Transforming the way communities live, work and play through open and connected real estate software solutions.

Support Analyst

AnalystAnalystFull TimeRemoteMid LevelTeam 1,001-5,000Since 1971H1B SponsorCompany SiteLinkedIn

Location

South Africa

Posted

13 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Support Analyst

MRI Software

Role Description MRI Software is seeking a Software Support Analyst to join our team in Cape Town! This individual will be responsible for resolving customer software queries and will need to analyse software issues to recommend solutions. Engaging with clients via email and telephone will be an integral part of this role. As a Software Support Analyst, you will provide software support to a whole range of MRI software solutions, with the opportunity to analyse complex software issues, engage with our impressive client base, and provide an incredible customer experience every day. - Develop a deep understanding of the functional and technical aspects of the MRI software that you will be supporting our clients on. - Provide excellent customer service throughout the lifecycle of a support case, ensuring resolution and client satisfaction before closing the case. - 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. - Apply the appropriate resolution for the issue where required and conclude calls 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. - Where required, participate in the User Acceptance Testing (UAT) cycle for calls resolved in upcoming major software releases and service packs. Qualifications - A minimum of 2 years’ experience in the application software support industry. - Must be fluent in English. - Understanding of SQL would be beneficial but not essential. - Solving application support issues from customers and prioritising tickets. - Updating user guides and software support knowledge base. - Strong work ethic. - Ability to multi-task and work under pressure to a high standard. - 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. - Experience of supporting technical integrations which utilise APIs and Docker an advantage, but not a pre-requisite. Benefits - Office breakfasts, quarterly lunches, and virtual social events. - Employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group. - Medical Aid Scheme. - Competitive Personal Pension plan. - Parental Leave benefit to spend time with your new arrival(s). - 25 days of annual leave plus public holidays, in addition to a bank of 16 hours of "Flex Time Off". - Tuition Reimbursement Schemes for professional development. - Flexibility of working from anywhere in the world for two weeks out of the year! Company Description 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. - We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. - We’re passionate about creating a work environment that makes you excited to show up every single day. - One of our core values is to strive to amaze. - We welcome and celebrate diversity across all backgrounds.

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