Application Support Analyst (NA Hours)

MRI Software; Cape Town; Hybrid; ZAR 250,000 - 350,000; Full time

Job summary

A leading real estate software company in Cape Town is seeking a Software Support Analyst to join their Client Support team. The role requires analyzing software issues and providing exceptional customer service. Key responsibilities include being the primary contact for customers from financial and property management institutions, utilizing strong communication and troubleshooting skills. The position offers a hybrid working model and a comprehensive benefits package including medical aid and competitive leave policies.

Benefits

Office breakfasts

Quarterly lunches

Medical Aid Scheme

Competitive Personal Pension plan

Parental Leave

Tuition Reimbursement Schemes

Work from anywhere for two weeks

Qualifications

• Minimum 1 year experience in application support.
• Previous experience in customer service required.
• Ability to work under pressure to meet KPIs and SLAs.

Responsibilities

• Primary point of contact for various customers.
• Deliver timely updates and professional experiences.
• Perform comprehensive analysis on data and issues.

Skills

Customer focus

Troubleshooting skills

Time management skills

Professional communication

SQL knowledge

Excellent computer skills

Tools

Microsoft products

Job description

Overview

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. 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.

We’re dedicated to creating a work environment you look forward to every day. We invest in employee engagement so you enjoy the tech industry’s best perks. Together with the Pride, 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 analyzing 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.
• Excellent computer skills and knowledge of Microsoft products required.
• SQL knowledge.
• 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.

Benefits

• We’ve created a range of perks including office breakfasts, quarterly lunches and virtual social events. Employee-led groups such as DEI committees and employee resource groups are encouraged.
• Medical Aid Scheme.
• Competitive Personal Pension plan for future security.
• Parental Leave benefit to spend time with new arrivals.
• 25 days of annual leave plus Public Holidays, plus 16 hours of "Flex Time Off".
• Tuition Reimbursement Schemes for professional development.
• Ability to work from anywhere in the world for two weeks per year.

MRI continues to strive to amaze as a global industry leader in real estate software. 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?

Diversity, Equality and Inclusion are values critical to our success. MRI Software is committed to being an inclusive employer, regardless of 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.