Software Support Analyst – Cape Town MRI Software is looking for a Software Support Analyst to join our team in Cape Town. Working hours are UK hours between 08:30 to 18:00 Monday to Friday, on a rota basis for 37.5 hours per week. The role is based in the Cape Town office and follows 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 you will support for clients. 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 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 the call with a 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, where required. Required Experience and Skills Minimum of 2 years’ experience in the application software support industry. Minimum of 2 years’ experience working with SQL, including understanding stored procedures and triggers. Fluent in English. Experience solving application support issues for 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. 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. Benefits Office breakfasts, quarterly lunches, and virtual social events. Employee‑led resource groups such as DEI committee, Women and Allies, and Pride Event Group. Medical aid scheme. Competitive personal pension plan. Parental leave benefit. 25 days of annual leave plus public holidays. 16 hours of Flex Time Off. Tuition reimbursement schemes. Flexibility to work from anywhere in the world for two weeks per year. #J-18808-Ljbffr