Position Overview As a Support Analyst with the MRI Software Client Support team, you will analyze complex software issues, engage with our worldwide client base, and provide an exceptional customer experience each day. You will serve as 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 issues. The role is based at our Cape Town Office and follows a hybrid model of 2 days in‑office and 3 days remote, with work time grounded in U.S. hours (EST) and U.S. public holidays. Responsibilities Respond to inbound requests from all channels (phone, portal, e‑case) within prescribed service levels. Identify, assess, and resolve all new and existing concerns. Monitor, document, and manage the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of satisfaction. Assist in the creation and maintenance of user and procedural documentation. Requirements SQL knowledge would be beneficial. Salesforce or equivalent CRM experience is a bonus. Problem‑solving mindset. Ability to manage multiple tasks simultaneously (time‑management skills). Bachelor’s degree or equivalent work experience. Customer focus and a passion for support. Creative and curious troubleshooter. Aptitude for technology. Professional communication skills. Benefits Office breakfasts, quarterly lunches, and virtual social events. Employee‑led DEI committee and resource groups such as Women & Allies and the Pride Event Group. Medical Aid Scheme. Personal Pension plan. Parental Leave benefit. 25 days annual leave plus public holidays, plus 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. #J-18808-Ljbffr