Support Analyst (UK hours)

MRI Software is seeking a Software Support Analyst to join our team in Cape Town, South Africa. The role revolves around resolving customer queries, analysing software issues to recommend solutions, and engaging with clients via telephone and our online system. The successful candidate will listen, empathise and use troubleshooting skills to deliver a professional experience. This position specifically supports the Qube PM product - in depth training is provided. Work will be performed in UK hours (09:00 to 17:30, Monday Friday) and leave will align with UK public holidays.

• Develop a deep understanding of the functional and technical aspects of the Qube PM product suite.
• Track, manage and resolve client issues using the MRI support tool, following established support procedures.
• Advise clients on best practices to optimise their use of the product.
• Recreate and thoroughly test client reported issues to identify root causes.
• Monitor and manage support cases to meet Service Level Agreements (SLAs).
• Proactively manage client expectations and foster positive relationships to support retention.
• Document resolutions clearly and confirm client understanding before closing cases.
• Participate in ongoing system training and knowledge sharing across departments.
• Maintain professionalism in all interactions and adhere to internal policies and Information Security Management requirements.

• 2-3years of proven experience in a client facing role.
• Background in application support and familiarity with the property or software industry is advantageous.
• Strong computer skills, including proficiency with Microsoft Office Suite.
• Excellent written and verbal communication.
• Experience in software testing and troubleshooting.
• Strong analytical and problem solving abilities.
• Effective interpersonal skills with patience and professionalism.
• Ability to multi task and perform well under pressure.
• Strong time management and organisational skills.
• Professional image and demeanor.
• Fluency in English (written and spoken).

• 25 days of annual leave plus observed public holidays.
• 16 hours of Flex Time Off that can be used at the employee's discretion.
• Parental Leave benefit for supporting new family members.
• Medical Aid Scheme.
• Competitive Personal Pension plan.
• Tuition Reimbursement Schemes.
• Flexibility to work from anywhere in the world for two weeks per year.