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Support Analyst II

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MRI Software

Oct 28, 2024

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Cape Town
  • Quick Apply

AI generated summary

  • You need customer focus, troubleshooting skills, strong organization, communication proficiency, SQL knowledge, 1+ year support experience, and ability to meet KPIs while managing client relations.
  • You will assist clients with technical issues, provide timely updates, analyze data, and maintain a professional, empathetic approach to ensure satisfaction and effective problem resolution.

Requirements

  • Customer focus and a passion for support.
  • Creative and curious troubleshooter
  • Strong organisation and time management skills
  • Professional communication skills with the ability to confidently articulate technical concepts
  • Previous experience in customer service
  • Excellent computer skills and knowledge of Microsoft products required
  • SQL knowledge
  • In-depth training provided over the next six months to broaden product knowledge
  • Minimum 1 year Experience in MRI Evolution Base System Support or equivalent application support
  • Knowledge of MRI GO (mobile solution) and Workflow products or equivalent applications
  • Excellent customer services skills
  • Willingness to take ownership of issues
  • Ability to build relationships with clients, share knowledge with colleagues
  • Ability to work under pressure to high standard meeting strict KPI's and SLAs
  • Full working knowledge of the importance of processes

Responsibilities

  • 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.
  • Listen and empathise with our clients.
  • Use troubleshooting and technical skills to meet the client’s needs.
  • Consistently deliver a professional experience.
  • Deliver timely updates on progress, with the response time and client satisfaction targets in mind.
  • Deliver comprehensive analysis on data, reporting and validation tasks and issues.

FAQs

What is the primary focus of the Support Analyst II role?

The primary focus is to analyze complex software issues, engage with clients from financial and property management institutions, and provide exceptional customer support.

What types of customers will I be assisting in this role?

You will be assisting a broad variety of customers from financial and property management institutions.

What kind of experience is required for this position?

A minimum of 1 year experience in MRI Evolution Base System Support or equivalent application support is required, along with previous experience in customer service.

Is SQL knowledge necessary for this job?

Yes, SQL knowledge is a requirement for the Support Analyst II position.

What kind of benefits does MRI Software offer?

MRI Software offers a range of benefits including Private Medical Insurance, Health Cash Plan, a Personal Pension plan, parental leave, 25 days of annual leave, income protection plans, and tuition reimbursement schemes.

How is the training structured for new hires?

In-depth training will be provided over the next six months to broaden product knowledge for new hires.

Will I be required to work under pressure?

Yes, the role requires the ability to work under pressure to high standards while meeting strict KPIs and SLAs.

Are there opportunities for professional development in this role?

Yes, MRI Software offers generous tuition reimbursement schemes to further professional development and growth.

How does MRI Software support work-life balance?

MRI Software promotes work-life balance with 25 days of annual leave plus Bank Holidays, and allows employees to finish early six times a year through their ‘Flexi’ scheme.

Is there a focus on diversity and inclusion at MRI Software?

Yes, MRI Software is committed to diversity, equality, and inclusion, ensuring an inclusive environment for all employees regardless of their background.

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MRI Software

Transforming the way communities live, work and play through open and connected real estate software solutions.

Technology
Industry
1001-5000
Employees

Mission & Purpose

MRI Software is a leading provider of real estate software solutions that transform the way communities live, work and play. MRI’s comprehensive, flexible, open and connected platform empowers owners, operators and occupiers in commercial and residential property organizations to innovate in rapidly changing markets. MRI has been a trailblazer in the PropTech industry for over five decades, serving more than two million users worldwide. Through leading solutions and a rich partner ecosystem, MRI gives real estate companies the freedom to elevate their business and gain a competitive edge.