Service Desk Support Analyst

MRI Software; Cape Town; Hybrid; ZAR 300,000 - 450,000; Full time

Job summary

A leading software company in Cape Town is looking for a Customer Support Specialist to assist clients with application-related questions and technical issues. This role requires a passion for customer service, strong troubleshooting skills, and professional communication abilities. The position operates on a hybrid model, allowing three days of remote work each week. Unique perks include office breakfasts, a competitive pension plan, and 25 days of annual leave.

Benefits

Office breakfasts

Quarterly lunches

Virtual social events

Medical Aid Scheme

Competitive Personal Pension plan

Parental Leave

25 days of annual leave plus Public Holidays

Tuition Reimbursement Schemes

Work from anywhere for two weeks per year

Qualifications

• Passion for customer service.
• Ability to identify service improvements.
• Professional phone manner.

Responsibilities

• Act as first point of contact for customers.
• Resolve support tickets meeting KPI targets.
• Assist in maintaining a knowledge base.

Skills

Customer focus

Troubleshooting

Time management

Communication skills

Computer skills

Tools

Housing software

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 that you look forward to every single day, investing in employee engagement and offering the tech industry’s best perks. Together with our 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 3 days of working from home per week. This role is based in our Cape Town office. Please note that this position will be supporting the UK region and therefore, working UK hours.

Position Overview

In this position, you will be the primary point of contact for a broad variety of customers, assisting with a wide range of application related questions and technical issues. MRI Software will rely on you to listen to and empathise with our clients and use your troubleshooting skills, technical know-how and creativity to meet their needs and deliver a consistent, professional experience.

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

Responsibilities

• You will be joining a growing and dynamic company who designs and builds software for social housing for the wider public and commercial sectors.
• Gaining an excellent level of knowledge of our product set, you will be responsible for technical and process support of software solutions that we develop in-house.
• First point of contact for customer issues via portal, email and telephone.
• Triage and resolve support tickets to KPI targets.
• You will support your peers, sharing knowledge to ensure that the team can do their job to the best of their ability.
• Assist in building and maintaining a knowledge base.

Requirements

• Customer focus and a passion for support; customer service is at the heart of what we do.
• Creative and curious trouble-shooter.
• Strong organization and time management skills.
• Professional communication skills with the ability to confidently articulate technical concepts with an excellent telephone manner.
• Ability to identify and highlight service improvements.
• Excellent computer skills.
• Working knowledge of Housing software; previous knowledge in this area is preferred but not essential. Full product training will be provided in addition to an MRI induction.

Perks and Benefits

• We’ve created unique perks such as office breakfasts, quarterly lunches and virtual social events, plus employee-led groups such as our DEI committee, Women and Allies, and our Pride Event Group.
• Medical Aid Scheme.
• Competitive Personal Pension plan.
• Parental Leave to spend time with your growing family.
• 25 days of annual leave plus Public Holidays, plus 16 hours of Flex Time Off.
• Tuition Reimbursement Schemes.
• 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 Social Housing software. Whether you are joining as a new Pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.

We know the 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!

As a global company, 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.