Support Analyst

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 our Cape Town Office._ - Please note, this role will work to UK Hours (BST/GMT) from Mon-Fri (08:30-17:00)_ We are currently looking to recruit an Application Support Analyst who has a passion and desire for customer service and to excel in their role. This is an exciting time to be part of growing company where you will be able to make a difference and realise personal development. The role requires a good understanding of business processes and all its associated functions. You will be responsible for ensuring that SLA commitments are achieved, all tickets are managed and exceptional customer service. You will need to have strong communication skills, both written and verbal and the ability to take ownership of incidents, whilst ensuring issues are prioritized and resolved effectively. The key to this role will be the ability to prioritise workloads and adapt to changing priorities. Job overview - Effectively log, triage and resolve support tickets - Excellent customer communication skills - Gain knowledge of our product set - Assist in building and maintaining a knowledge base for use across the business, responsible for the documentation - Reviewing all support tickets on a daily basis - Fast learner and adaptable - Escalating the support ticket to the 2nd or 3rd line support teams - Updating the user / client with the ticket status - A friendly and collaborative attitude and strong Team Player - Excellent telephone manner - Strong problem solving skills with a logical approach and use of methodologies such as ITIL - Ability to pick up new technologies quickly and efficiently - Good experience with Microsoft IT technologies - Possess good personal organisation and time management abilities gained in a similar environment - Suited to someone who would like to one day progress to a career in Software Development or Implementation of our Software Solutions. Essential Knowledge and Experience: - Experienced in updating User Guides and Support Knowledge Base - Root Cause Analysis Experience working with Social Housing Application is preferable - Knowledge of ITIL 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