Application Support Analyst - SQL focused; UK

Position Overview

MRI Software is seeking a Software Support Analyst to join our team in Cape Town. The role involves resolving customer software queries and analysing software issues to recommend solutions. You will engage with clients via email and telephone, and be the primary point of contact for a broad variety of customers from financial and property management institutions.

Key highlights of the position:

• 2‑3years of experience in application support on enterprise software.
• Strong knowledge of Oracle PL/SQL and SQL queries.
• US/UK working hours (08:30‑18:00, Monday‑Friday) with a 37.5‑hour week on a rota basis.
• Hybrid work model: 3 days working from home per week.
• Based in the Cape Town office.

The role requires excellent customer service skills, a technical and analytical approach, and the ability to work collaboratively within a team.

• Develop a deep understanding of the functional and technical aspects of MRI software supported.
• Provide excellent customer service throughout the lifecycle of a support case, ensuring resolution and client satisfaction before closing the case.
• Achieve KPIs and SLAs aligned with the clients’ T&Cs and business objectives.
• Handle escalations and complaints according to MRI processes.
• Assist in building and maintaining a knowledge base for use across the business and maintain proper documentation.
• Share knowledge with colleagues and provide guidance when needed.
• Apply the appropriate resolution for the issue where required and conclude the call with a Root Cause Analysis.
• Adhere to all working practices, including ISO processes and GDPR guidelines.
• Participate in User Acceptance Testing (UAT) cycles for calls resolved in upcoming major software releases and service packs.

• Minimum of 2years in the application software support industry.
• Minimum of 2years working with SQL, including stored procedures and triggers.
• Fluent in English.
• Experience solving application support issues from customers and prioritising tickets.
• Updating user guides and maintaining a software support knowledge base.
• Strong work ethic, ability to multi‑task and work under pressure.
• Friendly, collaborative attitude and strong team‑player skills.
• Excellent problem‑solving skills with a logical approach.
• Excellent telephone manners and communication skills to articulate technical concepts confidently.
• Good organisation and time‑management skills.
• Fast learner adaptable to new technologies and business needs.

• Knowledge of MRI software products.
• Understanding of accounting practices.
• Passion for Continuous Professional Development.
• Real‑estate knowledge and experience.

• Medical Aid Scheme.
• Competitive Personal Pension Plan.
• Parental Leave benefit.
• 25 days of annual leave plus public holidays.
• 16 hours of Flex Time Off.
• Tuition Reimbursement Schemes.
• Flexibility to work from anywhere in the world for two weeks per year.

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.