Software Support Analyst - MRI Energy; UK

MRI Software is currently seeking a Software Support Analyst to support distributed and web‑based applications, with a working knowledge of Microsoft SQL. The position is part of our Support Services team in the Cape Town office, providing help‑desk services for a wide range of MRI software solutions.

As a Support Analyst in our Client Support team, you will analyse complex software issues, engage with a diverse client base—including energy and property management clients—and deliver an exceptional customer experience. You will be the primary point of contact for customers, providing technical solutions, advice, and consultancy related to our software applications.

This role operates during UK hours and observes UK public holidays. It follows a hybrid working model with three days of working from home per week. The position is based in the Cape Town office.

• Develop a deep understanding of the functional and technical aspects of the MRI software on which you will be supporting clients.
• 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 in accordance with 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.
• Apply the appropriate resolution for the issue where required and conclude the call with an appropriate Root Cause Analysis.
• Commit to working towards and achieving all MRI 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.
• Minimum of 2 years’ experience working with SQL, including the ability to understand stored procedures and triggers.
• Fluency in English.
• Experience solving application support issues from customers and prioritising tickets.
• Updating user guides and software support knowledge bases.
• Strong work ethic.
• Ability to multi‑task and work under pressure to a high standard.
• A friendly, collaborative attitude and strong teamwork skills.
• Excellent problem‑solving skills with a logical approach.
• Excellent telephone manners.
• Strong communication skills, confidently articulating technical concepts.
• Good organisational and time‑management skills.
• Fast learner who can adapt to new technologies and business needs.

• Knowledge of any MRI software products.
• Understanding of accounting practices.
• Passion for continuous professional development.
• Real‑estate knowledge and experience.

• Office breakfasts, quarterly lunches, and virtual social events.
• Employee‑led groups such as DEI committee, 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 a bank of 16 hours of "Flex Time Off".
• Tuition Reimbursement Schemes.
• Flexibility to work from anywhere in the world for two weeks a 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.