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 deliver a consistent, professional customer experience every day. 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. The role requires working in accordance with U.S. hours (EST) and U.S. public holidays. We operate a hybrid model with two days in‑office and three days remotely, based at our Cape Town Office. 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 client satisfaction Assist in the creation and maintenance of user and procedural documentation Qualifications 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 passion for support Creative and curious troubleshooter with aptitude for technology Professional communication skills Benefits Office breakfasts, quarterly lunches, and virtual social events Employee‑led groups: DEI committee, Women and Allies, Pride Event Group Medical Aid Scheme Competitive Personal Pension plan Parental Leave benefit 25 days of annual leave plus public holidays and a bank of 16 hours of Flex Time Off Tuition reimbursement scheme Flexibility to work from anywhere in the world for two weeks per year Company MRI Software builds flexible, game‑changing real‑estate software that powers thriving communities and helps make the world a better place to live, work and play. EEO Statement 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 belonging is a direct result of Diversity, Equity, and Inclusion. #J-18808-Ljbffr