Support Analyst (US Hours)

MRI India; Cape Town; On-site; ZAR 300,000 - 500,000; Full time

Benefits offered by this job

16 hours of Flexible Time Off per year

Office breakfasts and quarterly lunches

Tuition reimbursement schemes

Competitive personal pension plan

Parental leave benefits

Flexibility to work from anywhere for two weeks annually

Job summary

MRI India is seeking a Support Analyst to join their Client Support team in Cape Town. The role involves analyzing complex software issues and engaging with clients from financial and property management sectors. You will provide exceptional customer service, working hybrid with three days in-office and two days remote.

The ideal candidate will possess a bachelor's degree, strong problem-solving skills, and a customer-focused mindset. Competitive benefits include flexible time off, medical aid, and a pension plan.

Qualifications

• Previous experience in customer support roles.
• Ability to manage multiple tasks effectively.
• Familiarity with basic accounting terminology is advantageous.

Responsibilities

• Respond to inbound requests from all channels within service levels.
• Identify, assess, and resolve customer issues.
• Document and manage the resolution process effectively.
• Assist in creating and maintaining user documentation.

Skills

SQL knowledge

Salesforce or equivalent CRM experience

Problem-solving mindset

Time-management skills

Customer focus and passion for support

Professional communication skills

Education

Bachelor's degree or equivalent experience

Job description

Position Overview

As a Support Analyst with the MRI Software Client Support team, you will analyze complex software issues, engage with our worldwide client base, and deliver an exceptional customer experience. You will serve as 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. The role requires working in accordance with U.S. hours (EST) 9:30am–6:00pm, observing U.S. public holidays, and operating under a hybrid model: three days in‑office at our Cape Town office and two days remote.

Responsibilities

• Respond to inbound requests from all channels (phone, portal, e‑case) within prescribed service levels.
• Identify, assess and resolve all new and existing concerns.
• Monitor, document, and manage 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 beneficial.
• Salesforce or equivalent CRM experience a bonus.
• Strong problem‑solving mindset.
• Ability to manage multiple tasks at the same time (time‑management skills).
• Bachelor’s degree or equivalent work experience.
• Customer focus and passion for support.
• Creative and curious troubleshooter.
• Aptitude for technology.
• Professional communication skills.
• Basic accounting terminology (advantageous).

Benefits & Perks

• Hybrid working model: 3 days in‑office, 2 days remote (Cape Town) and 16 hours of Flexible Time Off per year.
• Office breakfasts, quarterly lunches, and virtual social events.
• Employee‑led resource groups such as DEI, Women and Allies, and Pride Event Group.
• Medical aid scheme.
• Competitive personal pension plan.
• Parental leave benefits.
• 25 days of annual leave plus public holidays and 16 “Flex Time Off” hours.
• Tuition reimbursement schemes.
• Flexibility to work from anywhere in the world for two weeks per year.

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.