Act as the first point of contact for Horizon-related incidents and service requests via Teams, email, and ticketing systems
Log, categorise, prioritise, and manage incidents in line with SLA requirements
Provide timely troubleshooting, diagnosis, and resolution of Horizon system issues
Escalate complex or unresolved incidents to 2nd/3rd line support where appropriate
Application & System Support
Support users with Horizon application functionality, access issues, and user setup
Perform routine system checks and basic configuration tasks as required
Identify recurring issues and contribute to root cause analysis and problem management
Maintain accurate documentation, knowledge base articles, and user guides
Customer Service & Communication
Deliver a professional, friendly, and customer-focused service at all times
Communicate clearly with users, keeping them updated on incident progress and resolution
Manage user expectations while maintaining compliance with SLAs
Continuous Improvement & Compliance
Adhere to internal processes, policies, and security standards
Identify opportunities to improve service delivery and operational efficiency
Support service reviews, audits, and reporting activities
Participate in training and knowledge-sharing sessions
Key Skills & Competencies
Technical Skills
Experience supporting business-critical applications (Horizon or similar systems)
Intermediate understanding of lease terminology such as but not limited to rent steps, indexation, turnover applications.
Familiarity with ticketing systems and call logging tools (ServiceNow/Jira/Salesforce)
Basic understanding of Windows environments and user account management
Previous property exposure is beneficial.
Customer & Professional Skills
Strong communication skills, both verbal and written
Excellent customer service mindset and problem-solving ability
Ability to work calmly under pressure and manage multiple priorities
Strong attention to detail and organisational skills
Position Overview
As a Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyze complex software issues, engage with our worldwide client base, and provide an incredible customer experience every day.
Please note, this position is required to work in accordance with U.S. hours (EST) as well as U.S. Public Holidays.
We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 2 days in-office and 3 days remotely. This role is based at our Cape Town Office.
Responds to inbound requests from all channels (phone, portal, e-case) within prescribed service levels
Identifies, assesses and resolves all new and existing concerns
Monitors, documents and manages 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 would be beneficial.
Salesforce or equivalent CRM experience a bonus.
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
We're obsessed with making this the best job you've ever had!
We want our teams to love
Benefits
Remote work optionsFlexible schedulePerformance bonus
Additional Information
Position Overview
MRI Software is seeking a System Administrator to join our EMEA Managed Services team, which carries out defined, repeatable tasks on behalf of our clients. This position entails direct engagement with our global clients, to manage a specified set of front-end tasks related to system administration.
The Horizon Systems Administrator provides first- and second-line support for the Horizon system, ensuring timely resolution of incidents, service requests, and queries. The role focuses on delivering excellent customer service, maintaining system availability, and supporting end users to carry out their duties effectively.
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 the Cape Town office.
Please note that this position will be supporting the UK region and therefore, working UK hours: 08:30 - 17:00 (aligned to UK daylight savings)
Mrisoftware · Cape Town, South Africa