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 O
ffice.

MRI Software is seeking a Software Support Analyst to join our team in Cape Town, South Africa ! This individual will be responsible for resolving customer 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. The successful candidate will be the primary point of contact for a broad variety of customers, assisting with a wide range of functional questions and technical issues.

This role specifically relates to the Property Management X product suite.

MRI Software will rely on YOU to listen to and empathise with our clients and to use your troubleshooting skills, positive attitude and technical savvy to meet their needs to deliver a consistent professional experience.

Responsibilities include:

• Develop a deep understanding of both the functional and technical aspects of the Property Management X product suite

• Thoroughly test client issues to recreate and assist in determining root cause

• Using MRI support tool, track and resolve client issues in a timely manner following appropriate Support procedures

• Actively monitor issues to ensure they are resolved within clients’ Service Level Agreements

• Attend client status meetings to review open issues

• Effectively and proactively manage client expectations

• Foster positive relationships with clients to ensure client retention

• Clearly document issue resolutions and confirm client understanding for closure of support cases

• Perform and participate in on-going system training and knowledge transfer with internal personnel across departments

• Actively participate in Transition to Support meetings to ensure successful knowledge transfer from implementation to support

• Log, test, track, coordinate deployment activities, and perform system testing as needed to achieve a successful upgrade

• Approach all circumstances and interactions in a professional manner

• Adhere to all internal policies and procedures as required by the Information Security Management Team

Requirements:

• Proven experience in researching and resolving client issues (2 years +)

• Software testing and troubleshooting experience

• Flexibility and passion for delivering outstanding service

• Interpersonal skills coupled with the ability to work across departmental boundaries

• Excellent written and oral communication skills

• Excellent analytical skills

• Ability to work (individually and as part of a team) in a fast-paced environment, work on multiple projects, multi-task, define deliverables, and meet established deadlines

• Professional image and appearance

• Must be fluent in English

Preferences:

• BA/BS in Business or Computer Science or equivalent experience

• Knowledge of SQL and relational database structure

• Technically proficient

• Real estate knowledge and experience

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: