Support Analyst

Develop a deep understanding of both the functional and technical aspects of the Occupier product suite

Thoroughly test client issues to recreate and assist in determining root cause

Using MRI support tool, track and resolve client issues in a timely manner following appropriate Support procedures

Actively monitor issues to ensure they are resolved within clients’ Service Level Agreements

Attend client status meetings to review open issues

Effectively and proactively manage client expectations

Foster positive relationships with clients to ensure client retention

Clearly document issue resolutions and confirm client understanding for closure of support cases

Perform and participate in on-going system training and knowledge transfer with internal personnel across departments

Actively participate in Transition to Support meetings to ensure successful knowledge transfer from implementation to support

Log, test, track, coordinate deployment activities, and perform system testing as needed to achieve a successful upgrade

Approach all circumstances and interactions in a professional manner

Adhere to all internal policies and procedures as required by the Information Security Management Team

BA/BS in Business or Computer Science or equivalent experience

Proven experience in researching and resolving client issues (2 years +)

Software testing and troubleshooting experience

Flexibility and passion for delivering outstanding service

Interpersonal skills coupled with the ability to work across departmental boundaries

Excellent written and oral communication skills

Excellent analytical skills

Ability to work (individually and as part of a team) in a fast-paced environment, work on multiple projects, multi-task, define deliverables, and meet established deadlines

Professional image and appearance

Must be fluent in English

Knowledge of SQL and relational database structure

Technically proficient

Real estate, facility management, or capital/project management knowledge and experience

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…