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, making this role 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 should 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 gain experience within a corporate software company and already have 2–3 years’ experience working in application support on enterprise software. Working hours and location The role works UK hours between 08:30 to 18:00 Monday to Friday on a rota basis, 37.5 hours per week. The role adheres to UK public holidays, allowing you to take leave on UK public holidays in place of recognised South African public holidays. The role is based in the Cape Town office and operates a hybrid working model with 3 days of working from home per week. 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. Apply the appropriate resolution for the issue where required and conclude calls 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. 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. Fluency in English. 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. 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. 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. #J-18808-Ljbffr