Support Analyst

at  MRI Software

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.
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 the Cape Town office.
Please note, the successful candidate will be required to work North American standard hours (EST 08:30-17:00), and will be required to work South African public holidays. They will not be required to work recognised US public holidays.
As a Client Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyse complex issues, engage with our worldwide client base, and provide an incredible customer experience every day. Our success comes from collaborative problem solving, creative solutions and client centricity .
In this position, you will be the primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues. MRI Software will rely on you to listen to and empathize with our clients and use your troubleshooting skills and creativity to meet their needs and deliver a consistent, professional experience.

• Provide excellent customer service, throughout a calls lifecycle, ensuring clients satisfaction.
• Provide support answering phone calls and logging any email requests.
• Achieve KPI’s and SLA’s aligned to the clients T&C’s and business objectives.
• Ensure escalations and complaints are escalated as per MRI processes.
• Share knowledge with colleagues and provide guidance.
• Commit to working towards and achieving all MRI’s/teams/personal objectives and goals.
• Follow all working practices (ISO processes) and GDPR guidelines.