Support Analyst

MRI Software; Wes-Kaap; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading software company in Cape Town seeks a Client Support Analyst to provide exceptional customer experience by resolving complex software issues. The ideal candidate has a Bachelor's degree, experience in customer service, and a passion for technology. Perks include office breakfasts, a medical aid scheme, and a flexible work-life balance.

Benefits

Office breakfasts

Quarterly lunches

Medical Aid Scheme

Personal Pension plan

Parental Leave

25 days of annual leave

16 hours of Flex Time Off

Tuition Reimbursement Schemes

Remote work flexibility for two weeks a year

Qualifications

• Previous experience in customer service, technical support experience preferred.
• Strong organization and time management skills.
• Aptitude for technology is essential.

Responsibilities

• Respond to inbound requests from all channels within prescribed service levels.
• Identify, assess and resolve all new and existing concerns.
• Monitor and manage the resolution process effectively.

Skills

Customer service

Technical support

Communication skills

Problem-solving

Time management

Attention to detail

Education

Bachelor’s degree or equivalent

Job description

The Role

As a Client 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.

You Will

• 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

You Have

• Previous experience in customer service, technical support experience preferred
• Bachelor’s degree or equivalent work experience
• Customer focus and a passion for support
• Creative and curious troubleshooter
• Strong organization and time management skills
• Aptitude for technology
• Professional communication skills

Schedule

Please note, this position is required to work in accordance with U.S. hours (EST) 8:00am-5:00pm.

This role is based at our Cape Town Office.

We’re obsessed with making this the best job you’ve ever had!

• 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 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!

At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move!

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!