Additional Information
Position Overview
MRI Software is seeking a Software Support Analyst to join our team in Cape Town, South Africa. Our Software Support Analysts are responsible for resolving customer queries and will need to analyse software issues to recommend solutions, engaging with clients via telephone and our online system. The successful candidate will need to listen and empathise with our clients and use your troubleshooting skills, positive attitude and knowledge of the software to meet their needs to deliver a consistent professional experience.
This role specifically relates to our Qube PM product, in depth training on our systems and infrastructure will be provided. Please note, the successful candidate will be required to work in UK hours , 09:00 to 17:30, Monday to Friday, and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.
Responsibilities include but not limited to:
Develop a deep understanding of the functional and technical aspects of the Qube PM product suite.
Track, manage, and resolve client issues using the MRI support tool, following established support procedures.
Advise clients on industry best practices to optimize their use of the product.
Recreate and thoroughly test client-reported issues to assist in identifying root causes.
Monitor and manage support cases to ensure resolution within client Service Level Agreements (SLAs).
Proactively managing client expectations and foster positive relationships to support client retention.
Document resolutions clearly and confirm client understanding before closing support cases.
Participate in ongoing system training and knowledge sharing across departments.
Maintain professionalism in all interactions and adhere to internal policies and Information Security Management requirements.
Handle client calls effectively, ensuring clear communication and timely resolution of concerns.
Skills/Requirements:
2-3 years of proven experience in a client facing role.
Background in application support, familiarity with the property or software industry is advantageous.
Strong computer skills with proficiency in Microsoft Office Suite.
Excellent written and verbal communication skills.
Experience in software testing and troubleshooting.
Strong analytical and problem-solving abilities.
Effective interpersonal skills with patience and professionalism.
Ability to multi-task and perform well under pressure.
Strong time management and organizational skills.
Professional image and demeanor.
Fluency in English (written and spoken).
At MRI Software, we recognize our employees. Here are just a few of the perks working in this team offers:
Monthly prize draws based on client feedback
Support-centric giveaways as recognition of hard work
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:
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 offered 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!
Mrisoftware · Cape Town, South Africa