Hybrid Support Analyst: Client Solutions & Troubleshooting

mrisoftware; Cape Town; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Medical Aid

Pension Plan

Parental Leave

Annual Leave 25 days

Job summary

MRI Software in Cape Town is seeking a Support Analyst to analyze complex software issues, engage with our worldwide client base, and deliver an exceptional customer experience.

You will be the primary contact for customers from financial and property management institutions, using troubleshooting skills and a proactive mindset to resolve concerns.

The role follows a hybrid model with 3 days in-office and 2 days remote, and requires availability to work U.S. hours (EST) 8:30am-5:00pm.

Qualifications

• Bachelor's degree or equivalent work experience.
• Customer focus with a passion for support.
• Creative and curious troubleshooter.
• Aptitude for technology and professional communication.
• Strong time management to handle multiple tasks.
• SQL knowledge would be beneficial.
• Experience with Salesforce or CRM is a bonus.
• Problem-solving mindset.

Responsibilities

• Responds to inbound requests from all channels within prescribed service levels.
• Identifies, assesses and resolves all new and existing concerns.
• Monitors, documents and manages the resolution process while communicating status with the client.
• Assist in the creation and maintenance of user and procedural documentation.

Skills

SQL Knowledge

CRM experience

Problem-solving mindset

Time management

Bachelor's degree or equivalent

Customer focus

Creative troubleshooters

Technology aptitude

Professional communication

Education

Bachelor's degree or equivalent work experience

Tools

Salesforce CRM

Job description

MRI Software in Cape Town is seeking a Support Analyst to analyze complex software issues, engage with our worldwide client base, and deliver an exceptional customer experience.

You will be the primary contact for customers from financial and property management institutions, using troubleshooting skills and a proactive mindset to resolve concerns.

The role follows a hybrid model with 3 days in-office and 2 days remote, and requires availability to work U.S. hours (EST) 8:30am-5:00pm.