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Software Support Specialist

2 months ago

Cape Town, Western Cape, South Africa MRI Software Full time
About the Role

MRI Software is seeking a highly skilled Software Support Analyst to join our team in Cape Town, South Africa. As a key member of our support team, you will be responsible for resolving customer queries and analyzing software issues to recommend solutions.

Key Responsibilities
  • Develop a deep understanding of the Property Management X product suite and its functional and technical aspects.
  • Thoroughly test client issues to recreate and assist in determining root cause.
  • Use MRI support tools to 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.
Requirements
  • 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.
Preferred Qualifications
  • BA/BS in Business or Computer Science or equivalent experience.
  • Knowledge of SQL and relational database structure.
  • Technically proficient.
  • Real estate knowledge and experience.
About MRI Software

MRI Software is a global industry leader in real estate software, committed to delivering exceptional client experiences. We strive to amaze our clients and employees alike, and we're looking for talented individuals to join our team.

We believe diversity brings benefits for our people, customers, and clients, and we're committed to being an inclusive employer, regardless of ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.

We offer a range of benefits, including office breakfasts, quarterly lunches, virtual social events, medical aid scheme, personal pension plan, parental leave benefit, annual leave, flex time off, and tuition reimbursement schemes.

We're obsessed with making this the best job you've ever had, and we're excited to hear from you