Application Support Analyst - SQL focused; UK

Position: Application Support Analyst - SQL focused (UK hours)
Position Overview MRI Software is seeking a Software Support Analyst to join our team in Cape Town! This individual will be responsible for resolving customer software queries and will need to analyse software issues to recommend solutions. Engaging with clients via email and telephone will be an integral part of this role. In this position, you will be 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 technical issues.

We are looking for individuals with written knowledge and experience of Oracle PL/SQL. You will be able to develop, diagnose, and resolve issues related to PL/SQL code and SQL queries with a good understanding of core functions.

Individuals should be eager to get experience within a corporate software company and already have 2-3 years’ experience of working in application support on enterprise software.

As a Software Support Analyst, you will provide software support to a whole range of MRI software solutions, with the opportunity to analyse complex software issues, engage with our impressive client base, and provide an incredible customer experience every day.

MRI Software will rely on YOU to listen to and empathise with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

The role is working UK hours between 08:30 to 18:00 Monday to Friday, on a rota basis, 37.5 hours per week. In addition, the role adheres to UK public holidays, allowing you to take leave on UK public holidays in place of recognised South African public holidays.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Responsibilities Develop a deep understanding of the functional and technical aspects of the MRI software that you will be supporting our clients on.

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.

Ensure that escalations and complaints are handled according to MRI processes.

Assist in building and maintaining a knowledge base for use across the business and take responsibility for proper documentation.

Share knowledge with colleagues and provide guidance when needed.

Applying the appropriate resolution for the issue where required and concluding call with appropriate Root Cause Analysis.

Commit to working towards and achieving all MRI’s/teams/personal objectives and goals.

Adhere to all working practices, including ISO processes and GDPR guidelines.

Where required, participate in the User Acceptance Testing (UAT) cycle for calls resolved in upcoming major software releases and service packs.

Required Experience and SkillsA minimum of 2 years’ experience in the application software support industryA minimum of 2 years’ experience working with SQL, including the ability to understand stored procedures and triggers.

Must be fluent in English.

Solving application support issues from customers and prioritising tickets

Updating user guides and software support knowledge base Strong work ethic

Ability to multi-task and work under pressure to a high standardA friendly, collaborative attitude and a strong ability to work as a team player.

Excellent problem-solving skills with a logical approach.

Excellent telephone manners.

Strong communication skills with the ability to confidently articulate technical concepts.

Good organisation and time management skills.

Fast learner who can adapt to new technologies and business needs.

Preferences Knowledge of any MRI software products

Understanding of Accounting Practices Passion for Continuous Professional Development Real estate knowledge and experience

We’re obsessed with making this the best job you’ve ever had!

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

We…