Software Support Analyst

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. 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 on YOU to 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 suite
• Using MRI support tool, track and resolve client issues in a timely manner following appropriate Support procedures
• Advise clients on industry best practices
• Thoroughly test client issues to recreate and assist in determining root cause
• Actively monitor cases to ensure they are resolved within clients’ Service Level Agreements
• Participates in the Knowledge Management process through creation and use of materials
• Effectively and proactively manage client expectations
• Foster positive relationships with clients to ensure client retention
• Clearly document issue resolutions and confirm client understanding for closure of support cases
• Perform and participate in on-going system training and knowledge transfer with internal personnel across departments
• Approach all circumstances and interactions in a professional manner
• Adhere to all internal policies and procedures as required by the Information Security Management Team

Skills/Requirements:

• BA/BS in Business or Computer Science or equivalent experience
• Proven experience in researching and resolving client issues (2 years +)
• Experience in application support
• Software testing and troubleshooting experience
• Technically proficient – working knowledge on SQL queries
• Professional communication skills with the ability to confidently articulate technical concepts (written and verbal)
• The ability to multi-task and work well under pressure
• Interpersonal skills coupled with the ability to work across departmental boundaries
• Excellent written and oral communication skills
• Excellent analytical skills - A strong problem-solving skillset
• Strong administration and time management skills
• Excellent computer skills and knowledge of the Microsoft product suite
• Must be fluent in English
• Familiarity with the property or software industry is a plus
• Prior Property Management X experience would be beneficial

 Preferences:

• Previous experience in using Real Estate software highly regarded
• Understanding of Accounting Practices within Real Estate
• Real estate knowledge and experience

We’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 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, 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.