Support Analyst

Mri India; Cape Town; Hybrid; ZAR 30,000 - 50,000; Full time

Job summary

A leading company in the PropTech sector is seeking a Software Support Analyst in Cape Town. The role involves supporting clients with technical software inquiries related to the Property Management X suite, ensuring client satisfaction through effective communication and problem resolution. Join a supportive and inclusive culture with a focus on employee development and well-being.

Benefits

Private Medical Insurance

Health Cash Plan

Personal Pension plan

25 days of annual leave plus Bank Holidays

15 hours of Flex Time Off

Tuition Reimbursement

Qualifications

• 2+ years' experience in application support.
• Fluency in English required.
• Familiarity with property management software is a plus.

Responsibilities

• Resolve customer queries and analyze software issues.
• Monitor and manage client issues in a timely manner.
• Document resolutions and maintain positive client relationships.

Skills

Analytical skills

Communication

Problem-solving

Technical proficiency

Interpersonal skills

Education

BA / BS in Business or Computer Science

Tools

SQL

Job description

From the day we opened our doors in , 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.

Always.

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.And we're insanely dedicated to creating a work environment that you look forward to every single day.

That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks.

Together with the whole Pride, (lion roar for "family") 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.MRI Software is seeking a Software Support Analyst to join our team in Cape Town!

This individual will be responsible for resolving customer queries and will need to analyse software issues to recommend solutions, engaging with clients via email and telephone will be an integral part of this role.The successful candidate will be the primary point of contact for a broad variety of customers, assisting with a wide range of functional questions and technical software-related issues.This role specifically relates to the Property Management X product suite.MRI Software will rely onYOUto listen to and empathise with our clients and to use your troubleshooting skills, positive attitude and technical savvy to meet their needs to deliver a consistent professional experience.Responsibilities include : Develop a deep understanding of the functional and technical aspects of the Property Management X product suiteUsing MRI support tool, track and resolve client issues in a timely manner following appropriate Support proceduresAdvise clients on industry best practicesThoroughly test client issues to recreate and assist in determining root causeActively monitor cases to ensure they are resolved within clients' Service Level AgreementsParticipates in the Knowledge Management process through creation and use of materialsEffectively and proactively manage client expectationsFoster positive relationships with clients to ensure client retentionClearly document issue resolutions and confirm client understanding for closure of support casesPerform and participate in on-going system training and knowledge transfer with internal personnel across departmentsApproach all circumstances and interactions in a professional mannerAdhere to all internal policies and procedures as required by the Information Security Management TeamSkills / Requirements : BA / BS in Business or Computer Science or equivalent experienceProven experience in researching and resolving client issues (2 years +)Experience in application supportSoftware testing and troubleshooting experienceTechnically proficient – working knowledge on SQL queriesProfessional communication skills with the ability to confidently articulate technical concepts (written and verbal)The ability to multi-task and work well under pressureInterpersonal skills coupled with the ability to work across departmental boundariesExcellent written and oral communication skillsExcellent analytical skills - A strong problem-solving skillsetStrong administration and time management skillsExcellent computer skills and knowledge of the Microsoft product suiteMust be fluent in EnglishFamiliarity with the property or software industry is a plusPrior Property Management X experience would be beneficialPreferences : Previous experience in using Real Estate software highly regardedUnderstanding of Accounting Practices within Real EstateReal estate knowledge and experienceWe'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 : Join our employee-led groups to maximise your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group.Enjoy peace of mind over yours and your family's health with our Private Medical Insurance and Health Cash Plan.Invest in our competitive Personal Pension plan and help set you up for your future.Big on family?

So are we!

We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience.

Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s).Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, in addition to a bank of 15 hours of "Flex Time Off" to be used whenever and however you choose!Income Protection Plans give you the peace of mind you deserve.Further your professional development and growth with our generous Tuition Reimbursement Schemes.Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!MRI continues to strive to amaze as a global industry leader in real estate 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.Amazing growth takes amazing employees.

Are you up to the challenge?We know theconfidence 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, we believe diversity brings benefits for our people, customers and clients.

This is why MRI Software is committed to being an inclusive employer, regardless of your 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.MRI do not accept unsolicited CV's from recruitment agencies for any of our job postings.

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