Application Support Analyst; UK

MRI Software is seeking a Software Support Analyst to join our team in Cape Town. The role involves resolving customer software queries, analysing software issues to recommend solutions, and engaging with clients via email and telephone. You will work UK hours (09:00-17:30, Monday‑Friday) and observe UK public holidays.

• Develop a deep understanding of the functional and technical aspects of the MRI software you support for our clients.
• Provide excellent customer service throughout the lifecycle of a support case and ensure resolution and client satisfaction before closing the case.
• Achieve KPIs and SLAs aligned with the clients’ T&Cs and business objectives.
• Ensure escalations and complaints are handled 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 proper Root Cause Analysis.
• Commit to working towards and achieving all MRI’s team and personal objectives and goals.
• Adhere to all working practices, including ISO processes and GDPR guidelines.
• Participate in the User Acceptance Testing (UAT) cycle for calls resolved in upcoming major software releases and service packs.

• Minimum of 2 years experience in application software support.
• Fluent in English.
• Understanding of SQL beneficial but not essential.
• Ability to solve application support issues from customers and prioritise tickets.
• Experience updating user guides and software support knowledge base.
• Strong work ethic.
• Ability to multi‑task and work under pressure to a high standard.
• Friendly, collaborative attitude and strong team‑player skills.
• 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.
• Experience supporting technical integrations that utilise APIs and Docker advantageous but not required.

• Office breakfasts, quarterly lunches, and virtual social events.
• Employee‑led resource groups: DEI committee, Women & Allies, Pride Event Group.
• Medical Aid Scheme.
• Competitive Personal Pension Plan.
• Parental Leave benefit.
• 25 days 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. Those values are woven into the fabric of who we are and are foundational to our continued success.