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Software Support Analyst

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MRI Software

Oct 19

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Cape Town
  • Quick Apply

AI generated summary

  • You need a BA/BS in Business/Computer Science, 2+ years in client issue resolution, software testing, strong communication, analytical skills, and the ability to multi-task in a fast-paced environment.
  • You will troubleshoot client issues, track resolutions, attend meetings, manage client expectations, and document outcomes while ensuring adherence to security policies and effective team collaboration.

Requirements

  • BA/BS in Business or Computer Science or equivalent experience
  • Proven experience in researching and resolving client issues (2 years +)
  • Software testing and troubleshooting experience
  • Flexibility and passion for delivering outstanding service
  • Interpersonal skills coupled with the ability to work across departmental boundaries
  • Excellent written and oral communication skills
  • Excellent analytical skills
  • Ability to work (individually and as part of a team) in a fast-paced environment, work on multiple projects, multi-task, define deliverables, and meet established deadlines
  • Professional image and appearance
  • Must be fluent in English

Responsibilities

  • Develop a deep understanding of both the functional and technical aspects of the Occupier product suite
  • Thoroughly test client issues to recreate and assist in determining root cause
  • Using MRI support tool, track and resolve client issues in a timely manner following appropriate Support procedures
  • Actively monitor issues to ensure they are resolved within clients’ Service Level Agreements
  • Attend client status meetings to review open issues
  • 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
  • Actively participate in Transition to Support meetings to ensure successful knowledge transfer from implementation to support
  • Log, test, track, coordinate deployment activities, and perform system testing as needed to achieve a successful upgrade
  • Approach all circumstances and interactions in a professional manner
  • Adhere to all internal policies and procedures as required by the Information Security Management Team

FAQs

What is the working model for this role?

This role operates on a hybrid working model with 3 days of working from home per week.

What are the working hours for the Software Support Analyst position?

The working hours are from 7:00 am to 3:30 pm.

What qualifications are required for the Software Support Analyst position?

A BA/BS in Business or Computer Science or equivalent experience is required.

How much experience is needed to apply for this role?

A minimum of 2 years of experience in researching and resolving client issues is required.

Is there a focus on employee engagement and perks?

Yes, MRI Software invests heavily in employee engagement, offering various perks such as office breakfasts, quarterly lunches, and virtual social events.

Are there professional development opportunities available?

Yes, there are opportunities for professional development, including Tuition Reimbursement Schemes.

Does the company prioritize diversity and inclusion?

Yes, MRI Software is committed to being an inclusive employer, embracing diversity, equality, and inclusion as critical values for success.

What type of client interactions will the analyst have?

The analyst will actively participate in client status meetings, manage client expectations, and foster positive relationships with clients to ensure retention.

Are there any specific technical skills preferred for this role?

Preference will be given to candidates with knowledge of SQL and relational database structure, as well as proficiency in technical troubleshooting.

What benefits are provided regarding parental leave?

MRI Software offers a Parental Leave benefit designed to allow employees to spend quality time with their new arrival(s).

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MRI Software

Transforming the way communities live, work and play through open and connected real estate software solutions.

Technology
Industry
1001-5000
Employees

Mission & Purpose

MRI Software is a leading provider of real estate software solutions that transform the way communities live, work and play. MRI’s comprehensive, flexible, open and connected platform empowers owners, operators and occupiers in commercial and residential property organizations to innovate in rapidly changing markets. MRI has been a trailblazer in the PropTech industry for over five decades, serving more than two million users worldwide. Through leading solutions and a rich partner ecosystem, MRI gives real estate companies the freedom to elevate their business and gain a competitive edge.