Position Overview As a Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyze complex software issues, engage with our worldwide client base, and provide an incredible customer experience every day. 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 issues. MRI Software will rely on you to use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience. Please note, this position is required to work in accordance with U.S. hours (EST) as well as U.S. Public Holidays. We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 2 days in-office and 3 days remotely. This role is based at our Cape Town Office. Responsibilities Responds to inbound requests from all channels (phone, portal, e-case) within prescribed service levels Identifies, assesses and resolves all new and existing concerns Monitors, documents and manages the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of client satisfaction Assist in the creation and maintenance of user and procedural documentation Requirements SQL Knowledge would be beneficial Salesforce or equivalent CRM experience a bonus Problem‑solving mindset Ability to manage multiple tasks at the same time (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 We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: Office breakfasts, quarterly lunches and virtual social events; employee-led groups such as our DEI committee, Women and Allies, and Pride Event Group Medical Aid Scheme to support your health Personal Pension plan to invest in your future Parental Leave benefit to spend quality time with your growing family 25 days of annual leave plus public holidays, and a bank of 16 hours of Flex Time Off to use whenever you choose Tuition Reimbursement Schemes for professional development Flexibility to work from anywhere in the world for two weeks a year Diversity, Equity, and Inclusion 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