Support Analyst (US Hours)

Mri Software; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Benefits offered by this job

Office breakfasts

Quarterly lunches

Virtual social events

Medical aid scheme

Competitive personal pension plan

Parental leave benefit

25 days of annual leave plus public holidays

Tuition reimbursement schemes

Flexibility to work from anywhere in the world two weeks per year

Job summary

Mri Software in Cape Town is looking for a Support Analyst to be part of its Client Support team. In this role, you will engage with clients globally, analyze software issues, and provide exceptional customer support.

You will work a hybrid schedule, operating U.S. hours and enjoying benefits like a competitive pension plan, medical aid, tuition reimbursement, and 25 days of annual leave plus public holidays.

Qualifications

• Strong analytical skills, able to handle complex software issues.
• Ability to engage with clients effectively.
• Experience in using CRM systems is a plus.

Responsibilities

• Respond to inbound requests through various channels.
• Identify and resolve client concerns efficiently.
• Document resolution processes and maintain client communication.
• Create and update procedural documentation as needed.

Skills

SQL knowledge

Salesforce or equivalent CRM experience

Problem-solving mindset

Time management skills

Customer focus

Professional communication skills

Basic accounting terminology

Creative and curious troubleshooter

Aptitude for technology

Education

Bachelor’s degree or equivalent work 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 provide an incredible customer experience every day.

Work Hours: U.S. hours (EST) 9:30am-6:00pm (EST) and U.S. Public Holidays.

Hybrid model: 3 days in‑office and 2 days remotely. Base location: Cape Town Office.

Responsibilities

• Respond to inbound requests from all channels (phone, portal, e‑case) within prescribed service levels
• Identify, assess and resolve 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 creating and maintaining user and procedural documentation

Requirements

• SQL knowledge would be beneficial
• Salesforce or equivalent CRM experience a bonus
• Strong problem‑solving mind‑set
• Ability to manage multiple tasks at the same time (time management skills)
• Bachelor’s degree or equivalent work experience
• Customer focus and a passion for support
• Creative and curious troubleshooter
• Aptitude for technology
• Professional communication skills
• Basic accounting terminology (advantageous)

Benefits & Perks

• Office breakfasts, quarterly lunches and virtual social events
• Employee‑led groups such as DEI committee, Women and Allies, and Pride Event Group
• Medical aid scheme
• Competitive personal pension plan
• Parental leave benefit
• 25 days of annual leave plus public holidays, plus 16 hours of flex time off
• Tuition reimbursement schemes
• Flexibility to work from anywhere in the world two weeks per year

EEO Statement

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.