Client 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 passionately 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 socialization. Therefore, we operate a hybrid working model with _2_ days in-office and 3 days remotely. _This role is based at our Cape Town Office._ SCHEDULE: Eastern Time Zone (US) 8:00-5:00pm hours. Mon-Fri 40 hrs/wk, The Role: As a Client Support Analyst 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. You Will: - 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 You Have: - 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 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 maximize 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- Big on family? So are we We understand family is important and being able to spend quality time with your family 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 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year- Further your professional development and growth with our generous Tuition Reimbursement offerings- Enjoy the flexibility of working from anywhere in the world for two weeks out of the year At MRI, our company culture is more than a talking point - it’s what makes us shine We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move 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 are not accepting unsolicited resumes from agencies and/or search firms for this job posting._ - Physical Demands_ - While performing the duties of this job, the employee is regularly required to sit up to 8 or more hours a day. The employee is frequently required to see, hear and speak. The employee may be required to work at a computer work station for more than 5 hours a day._ - Mental Demands_ - Reading, studying focused listening, auditing, inspecting, proofreading, and evaluating required. Ability to give, receive, and analyze information and prepare written materials. Ability to communicate effectively (verbal and written); interpret policy, procedures, and data._ - MRI Software is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender i