Application Support Analyst (NA Hours)

MRI India; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Medical Aid

Personal Pension plan

25 days annual leave

Flex Time Off

Tuition Reimbursement

Global remote-friendly policy

Job summary

MRI Software in Cape Town is seeking a Support Analyst to join the Client Support team. You will analyze complex software issues, engage with our worldwide client base, and deliver a consistent, professional customer experience.

The role requires working US hours, with a hybrid model: 2 days in-office and 3 days remote. You will troubleshoot, document resolutions, and contribute to user documentation while maintaining high client satisfaction.

Qualifications

• Bachelor’s degree or equivalent work experience is required.
• SQL knowledge is a plus for analyzing issues.
• Strong problem-solving and communication abilities are essential.
• Ability to manage multiple tasks with good time management.
• Customer-focused with a curious, tech-minded attitude.

Responsibilities

• Respond to inbound requests via phone, portal or e-case within SLAs.
• Identify, assess and resolve new and existing concerns.
• Document and communicate resolution progress to clients.
• Assist in creating and maintaining user and procedural docs.

Skills

SQL knowledge

Problem-solving

Time management

Communication skills

Tech aptitude

Education

Bachelor's degree or equivalent

Tools

Salesforce CRM

Job description

Position Overview

As a Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyze complex software issues, engage with our worldwide client base, and provide 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 use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience. Please note, this position is required to work in accordance with U.S. hours (EST) as well as U.S. Public Holidays. We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 2 days in-office and 3 days remotely. This role is based at our Cape Town Office.

Responsibilities

• Responds to inbound requests from all channels (phone, portal, e-case) within prescribed service levels
• Identifies, assesses and resolves all new and existing concerns
• Monitors, documents and manages the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of client satisfaction
• Assist in the creation and maintenance of user and procedural documentation

Requirements

• SQL Knowledge would be beneficial
• Salesforce or equivalent CRM experience a bonus
• Problem‑solving mind‑set
• Ability to manage multiple tasks at the same time (Time management skills)
• Bachelor’s degree or equivalent work experience
• Customer focus and a passion for support
• Creative and curious troubleshooter
• Aptitude for technology
• Professional communication skills
• Basic Accounting Terminology (Advantageous)

Benefits

• Office breakfasts
• Quarterly lunches
• Virtual social events
• Medical Aid Scheme
• Personal Pension plan
• Parental Leave benefit
• 25 days of annual leave plus public Holidays
• Bank of 16 hours of "Flex Time Off"
• Tuition Reimbursement Schemes
• Flexibility of working from anywhere in the world for two weeks out of the year
• Employee-led resource groups such as DEI committee, Women and Allies, Pride Event Group
• Employee referral scheme rewards
• Regional-specific healthcare benefits for you and your family
• Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program
• Utilize 16 hours of paid time to volunteer

About Us

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 that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day.

Diversity & Inclusion

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success.

Now, take a glimpse into some of the fun we have here: MRI Software Instagram