Support Analyst I

As a Client Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyse 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 trouble shooter

• Strong organization and time management skills

• Aptitude for technology 

• Professional communication skills

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 or 3 days in-office and the other days remotely. This role is based at our Cape Town Office.

SCHEDULE: 

Mon-Fri 40 hours per week. Hybrid schedule. US/EST working hours and public holidays.

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

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you  

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.  

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.  

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. 

Amazing growth requires amazing employees. Are you up to the challenge?   

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you   

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. 

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself