Technical Support Analyst (UK Hours)

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. 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 Skills A minimum of 2 years’ experience in the application software support industry A 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 standard A 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 want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group Have confidence in your health with our offered Medical Aid Scheme. Invest in our competitive Personal Pension plan and help set you up for your future. Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s). Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose! Further your professional development with our Tuition Reimbursement Schemes Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! 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. Come and see for yourself!