Software Support Team Lead

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._ We are currently looking to recruit a talented Application Support Team Leader who can manage and motivate the team, has a passion and desire for customer service and excels in their role. Key accountabilities include: - Managing day to day support services ensuring that all customer issues are prioritised, triaged and resolved as effectively as possible - Working to business objectives - Ability to Lead and develop staff, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them. Mentoring and coaching staff is critical to the role as is maintaining high morale - Point of contact for team and escalations - Ensuring Customer Satisfaction targets are exceeded - Ensuring training plans are clear and output driven - Ensuring all SLA’s are adhered to You will be able to: - Demonstrate excellent customer service skills - Effectively manage a team whilst maintaining positive working relationships - Show flexibility in the role and lead teams at different sites - Develop effective working relationships with the client - Demonstrate strong written and verbal communication skills - Ensure knowledge Management is improved - Understand and articulate the company’s goals and strategies to the team Experience and Technical Knowledge - Proven track record in delivering an excellent service - People Management - HR Processes - Continual Service Improvement - Experience in leading Application Support teams using SQL - Must be able to demonstrate technical ability and the links into Implementations and Development - Excellent problem-solving skills with the ability to identify root cause and implement controlled changes - Working knowledge of ITIL framework - Must be able to communicate clearly at a technical and end user level - Can demonstrate a passion for personal development, must be flexible in their approach to travel and projects undertaken - Excellent time management skills with the ability to manage conflicting priorities 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: - Join our employee-led groups to maximise your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group. - Enjoy peace of mind over yours and your family’s health with our Private Medical Insurance and Health Cash Plan. - Invest in our competitive Personal Pension plan and help set you up for your future. - Big on family? So are we We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s). - Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, in addition to a bank of 15 hours of "Flex Time Off" to be used whenever and however you choose - Income Protection Plans give you the peace of mind you deserve. - Further your professional development and growth with our generous 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 commit