Support Analyst

12 hours ago

Cape Town, South Africa MRI Software Full time

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._

MRI Software is currently seeking a First Line Support Analyst. This is an ideal position for somebody who has a customer service background looking to take the next step, who is eager to learn, and a positive attitude. Working UK Hours, 09:00 to 5:30, Monday to Friday

Responsible for first line support on our busy helpdesk, triaging cases logged by clients on our online portal. Experience in customer service and effective time management are essential.

As a First Line Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyse software issues, engage with our impressive client base, and provide an incredible customer experience every day. 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 technical issues. You will be responsible for triaging new support cases raised by our customers on our online portal, ensuring that we have all the information required to investigate their case. Once triaged, you will provide a first response on the case and request any missing information. You will identify if it is a case that first line support can resolve, or if it needs moving to second line support.

Training on our software will be provided.

**Requirements**:

- Logical thinking
- Problem solving skills
- Professional communication skills
- Understanding of Microsoft Office products
- Strong customer service skills
- 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
- MRI continues to _strive to amaze_ as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.
- Amazing growth takes amazing employees. Are you up to the challenge?
- We know the_
- confidence gap
- _and_
- imposter syndrome
- As a global company, we believe diversity brings benefits for our people, _customers_ and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, _military_ and veteran status._
- Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself._

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