Application Support Analyst; SQL

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for  family ) employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 3 days of working from home per week.

MRI Software is seeking a Software Support Analyst to join our team in Cape Town
! Please note, the successful candidate will be required to work UK hours (Mon
- Fri, 09:00am – 17:30 BST/GMT), and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays. This role will include shift work, with working hours adjusted to meet team and operational requirements. This individual and you will be responsible for resolving customer 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.

The successful candidate will be the primary point of contact for a broad variety of customers, assisting with a wide range of functional questions and technical software-related issues.

This role specifically relates to the Horizon product suite.

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

• Develop a deep understanding of the functional and technical aspects of the Horizon product suite
• Using MRI support tool, track and resolve client issues in a timely manner 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
• Participates 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 on-going 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 on 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…