SQL Support Analyst; UK

Software Support Analyst – Cape Town

This role will involve UK hours (Mon‑Fri, 09:00 am – 17:30 BST/GMT) and 3 days of working from home per week. The successful candidate will be the primary point of contact for a broad variety of customers, responding via email and telephone, resolving customer queries, and analysing software issues for the Horizon product suite.

• Develop a deep understanding of the functional and technical aspects of the Horizon product suite
• Track and resolve client issues in a timely manner using the MRI support tool, following appropriate support procedures
• Advise clients on industry best practices
• Thoroughly test client issues to recreate and assist in determining root cause
• Actively monitor cases to ensure they are resolved within clients’ service level agreements
• Participate in the knowledge management process through creation and use of materials
• 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 ongoing system training and knowledge transfer with internal personnel across departments
• 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 +)
• Experience in application support
• Software testing and troubleshooting experience
• Technically proficient – working knowledge of SQL queries
• Professional communication skills with the ability to confidently articulate technical concepts (written and verbal)
• The ability to multi‑task and work well under pressure
• Interpersonal skills coupled with the ability to work across departmental boundaries
• Excellent written and oral communication skills
• Excellent analytical skills – A strong problem‑solving skillset
• Strong administration and time‑management skills
• Excellent computer skills and knowledge of the Microsoft product suite
• Must be fluent in English
• Familiarity with the property or software industry is a plus

• Previous experience in using real‑estate software highly regarded
• Understanding of accounting practices within real‑estate
• Real‑estate knowledge and experience

• Employee‑led groups – Diversity, Equity and Inclusion, Women and Allies, Pride Event Group
• Private medical insurance and health cash plan
• Competitive personal pension plan
• Parental leave programme
• 25 days of annual leave plus bank holidays and 15 hours of flex time off
• Income protection plans
• Tuition reimbursement schemes
• Flexibility to work from elsewhere 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. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!