Support Team Lead

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. This role is based in our Cape Town Offices.

MRI Software is seeking a talented Application Support Team Leader who can manage and motivate the team, has a passion and desire for customer service and excels in their role. This role involves handling HR processes for an application support team. As Team Leader, you will be responsible for ensuring the team performs to the highest levels. You will need to have strong communication skills, both written and verbal.

Reporting to the Support Manager, you will be responsible for the day to day supervision of a number of support analysts. You will have a wide ranging, challenging and rewarding role aimed at ensuring that we deliver an effective support service to our Customers. You are expected to have a proactive approach which will involve taking ownership of issues (people, system, software or Customer related), facilitating a resolution with the resources made directly available to you and where necessary, liaising with other Managers to secure additional resource and assistance. The role requires that you supervise the workload of other support analysts, provide coaching and mentoring to other team members and also deliver product support yourself.

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: 

Supervision and Management:

• Day to day supervision of the workload for the support analysts.

• Liaising with the Development Manager to ensure that bug fixes and third line support response are prioritised to enable effective and efficient scheduling of work.

• Ensure that agreed training plans for the support specialists are implemented.

• The role includes some management responsibilities associated with the personnel within the teams you supervise. These duties include:

  • Holiday authorisations

  • Sickness/absence management,

  • New starter induction and training

  • Recruitment in conjunction with the Customer Services Manager.

Management Reporting:

• Provide regular feedback and updates to the Customer Services Manager on all aspects associated with delivering support, including support query and escalation volumes.

• Provide reports to Customers on status of cases and metrics.

• Attend client meetings with the Customer Services Managers and Account Managers.

Customer Services:

• Ensure that support queries for the Support Team is managed effectively and in accordance with Client Support & Maintenance Agreements.

• Be the initial contact for support escalations in your team areas and ensure that the escalations are warranted and are managed effectively with appropriate and timely feedback being provided to Customers.

• Act as a single point of contact for the resolution of more complex queries that require the co-ordination of services across the organisation.

• Provide individual and group coaching sessions to team members aimed at ensuring consistent mode of operation and customer experience across the teams that report to you.

• In addition to your team leader role, provide second line support services.

• Assist the Customer Services Manager in ensuring that internal systems and procedures are developed, implemented and used effectively to support the service being provided.

• Deputise for the Customer Services Manager during sickness absence and holiday periods.

Support Responsibilities:

• Updating status of support queries in an informative and effective manner, ensuring that all customer contact including further clarification, information and advice given is recorded in a clear and concise manner.

• Contacting the Customer by telephone/email/portal to obtain additional information to assist with resolving the support query or to provide an explanation of the resolution.

• Investigate support queries to determine cause and resolution, working with other teams as necessary.

• Take ownership of support queries to ensure that they are resolved within appropriate timeframes and within the service level agreements that we have with our Customers.

• Contribute to and assist with the continual update of the on-line support guidance tools to ensure that information is current and valid and therefore provides an effective method for Customers to resolve problems themselves.

• Identifying system faults and prioritising the necessary fix in agreement with the Customer and the Development Manager.

• Continually strive to improve the level of support provided to our customers.

• Foster positive relationships with clients to ensure client retention

• 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:

• 2 - 3 Years’ experience in a customer facing role

• 2 - 3 Years’ experience in people management

• Proven experience in researching and resolving client issues

• Experience in application support

• Software testing and troubleshooting experience

• Professional communication skills with the ability to confidently articulate technical concepts (written and verbal)

• The ability to multi-task and work well under pressure

• Good interpersonal skills. Patience is essential.

• A strong problem-solving skillset

• Strong administration and time management skills

• Excellent computer skills and knowledge of the Microsoft product suite

• Familiarity with the property or software industry is a plus

• Prior Property Management X experience would be beneficial

• Technically proficient – working knowledge on SQL queries

 Preferences:

• Relevant tertiary qualification would be beneficial

• Previous experience in using Real Estate software highly regarded

• Accounting Knowledge and experience

• 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.