Support Analyst

6 months 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._
- The Position:

- As a Client Support Specialist 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.
- 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 use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.
- RESPONSIBILITIES- 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:
- Previous experience in customer service, technical support experience preferred-
- Bachelor’s degree or equivalent work experience-
- Customer focus and a passion for support-
- Creative and curious troubleshooter-
- Strong organization and time management skills-
- Aptitude for technology-
- Professional communication skills- SCHEDULE: Mon-Fri 40 hrs/wk, Hybrid In-Office 3 days/week
Hours of Operation: 8:00am - 8:00pm EDT (Schedule will vary)
- 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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