Support Analyst

Position Overview

As a Support Analyst with the MRI Software Client Support team, you will analyze complex software issues, engage with our worldwide client base, and deliver an exceptional customer experience. You will serve as 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. The role requires working in accordance with U.S. hours (EST) 9:30am–6:00pm, observing U.S. public holidays, and operating under a hybrid model: three days in‑office at our Cape Town office and two days remote.

• Respond to inbound requests from all channels (phone, portal, e‑case) within prescribed service levels.
• Identify, assess and resolve all new and existing concerns.
• Monitor, document, and manage 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.

• SQL knowledge beneficial.
• Salesforce or equivalent CRM experience a bonus.
• Strong problem‑solving mindset.
• Ability to manage multiple tasks at the same time (time‑management skills).
• Bachelor’s degree or equivalent work experience.
• Customer focus and passion for support.
• Creative and curious troubleshooter.
• Aptitude for technology.
• Professional communication skills.
• Basic accounting terminology (advantageous).

• Hybrid working model: 3 days in‑office, 2 days remote (Cape Town) and 16 hours of Flexible Time Off per year.
• Office breakfasts, quarterly lunches, and virtual social events.
• Employee‑led resource groups such as DEI, Women and Allies, and Pride Event Group.
• Medical aid scheme.
• Competitive personal pension plan.
• Parental leave benefits.
• 25 days of annual leave plus public holidays and 16 “Flex Time Off” hours.
• 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.