Application Support Analyst (NA Hours)

MRI Software; Wes-Kaap; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Medical Aid Scheme

Personal Pension plan

Parental Leave benefit

25 days annual leave + Flex Time Off

Tuition Reimbursement Schemes

Work from anywhere for two weeks

Job summary

MRI Software is seeking a Support Analyst to join our Client Support team. You will be the primary contact for a wide range of customers, applying troubleshooting skills and technical know-how to deliver a consistent, professional user experience.

The role follows US EST hours and features a hybrid schedule with 2 days in-office in Cape Town and 3 days remote. Ideal candidates bring a customer-focused mindset, strong problem-solving skills, and a passion for support.

Qualifications

• Bachelor’s degree or equivalent work experience.
• SQL knowledge is beneficial for troubleshooting and data analysis.
• CRM experience (Salesforce or equivalent) is a plus.
• Strong problem-solving and time management abilities.
• Customer-focused with clear communication.
• Curiosity and creativity in troubleshooting technical issues.
• Proficiency with technology and willingness to learn.

Responsibilities

• Respond to inbound requests via phone, portal, and e-case within service levels.
• Identify, assess, and resolve new and existing issues.
• Document and manage resolution progress, communicating status to clients.
• Assist in creating and maintaining user and procedural documentation.

Skills

SQL

CRM experience

Problem-solving mindset

Multi-tasking

Customer focus

Creative troubleshooting

Tech aptitude

Professional communication

Accounting terminology

Education

Bachelor’s degree or equivalent

Tools

Salesforce

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)

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!

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. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!

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. Come and see for yourself!