Application Support Analyst (UK hours)

About the role

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that

Responsibilities

• Develop a deep understanding of the functional and technical aspects of the MRI software that you will be supporting our clients on.
• Provide excellent customer service throughout the lifecycle of a support case, ensuring resolution and client satisfaction before closing the case.
• Achieve KPIs and SLAs aligned with the clients' T&Cs and business objectives.
• Ensure that escalations and complaints are handled according to MRI processes.
• Assist in building and maintaining a knowledge base for use across the business and take responsibility for proper documentation.
• Share knowledge with colleagues and provide guidance when needed.
• Applying the appropriate resolution for the issue where required and concluding call with appropriate Root Cause Analysis.
• Commit to working towards and achieving all MRI's/teams/personal objectives and goals.
• Adhere to all working practices, including ISO processes and GDPR guidelines.
• Where required, participate in the User Acceptance Testing (UAT) cycle for calls resolved in upcoming major software releases and service packs.
• Required Experience and Skills
• A minimum of 2 years' experience in the application software support industry
• Must be fluent in English.
• Understanding of SQL would be beneficial but not essential
• Solving application support issues from customers and prioritising tickets
• Updating user guides and software support knowledge base
• Strong work ethic
• Ability to multi-task and work under pressure to a high standard
• A friendly, collaborative attitude and a strong ability to work as a team player.
• Excellent problem-solving skills with a logical approach.
• Excellent telephone manners.
• Strong communication skills with the ability to confidently articulate technical concepts.
• Good organisation and time management skills.
• Fast learner who can adapt to new technologies and business needs.
• Experience of supporting technical integrations which utilise API's and Docker an advantage, but not a pre-requisite.
• 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:
• 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.
• 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!

Benefits

Additional Information

MRI Software is seeking a Software Support Analyst to join our team in Cape Town ! This individual will be responsible for resolving customer software 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. Individuals should be eager to get experience within a corporate software company and already have 2-3 years' experience of working in application support on software. The role is working UK hours between 09:00 to 17:30 Monday to Friday UK hours. In addition, the role adheres to UK public holidays, allowing you to take leave on UK public holidays in place of recognised South African public holidays. As a Software Support Analyst, you will provide software support to a whole range of MRI software solutions, with the opportunity to analyse complex software issues, engage with our impressive client base, and provide an incredible customer experience every day. MRI Software will rely on YOU to listen to and empathise with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

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