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Support Analyst I

MRI Software

MRI Software

IT, Customer Service
Cape Town, South Africa
Posted on Monday, June 3, 2024

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town Office.

Responsibilities include:

  • Develop a deep understanding of both the functional and technical aspects of the Occupier product suite

  • Thoroughly test client issues to recreate and assist in determining root cause

  • Using MRI support tool, track and resolve client issues in a timely manner following appropriate Support procedures

  • Actively monitor issues to ensure they are resolved within clients’ Service Level Agreements

  • Attend client status meetings to review open issues

  • Effectively and proactively manage client expectations

  • Foster positive relationships with clients to ensure client retention

  • Clearly document issue resolutions and confirm client understanding for closure of support cases

  • Perform and participate in on-going system training and knowledge transfer with internal personnel across departments

  • Actively participate in Transition to Support meetings to ensure successful knowledge transfer from implementation to support

  • Log, test, track, coordinate deployment activities, and perform system testing as needed to achieve a successful upgrade

  • Approach all circumstances and interactions in a professional manner

  • Adhere to all internal policies and procedures as required by the Information Security Management Team


  • BA/BS in Business or Computer Science or equivalent experience

  • Proven experience in researching and resolving client issues (2 years +)

  • Software testing and troubleshooting experience

  • Flexibility and passion for delivering outstanding service

  • Interpersonal skills coupled with the ability to work across departmental boundaries

  • Excellent written and oral communication skills

  • Excellent analytical skills

  • Ability to work (individually and as part of a team) in a fast-paced environment, work on multiple projects, multi-task, define deliverables, and meet established deadlines

  • Professional image and appearance

  • Must be fluent in English


  • Knowledge of SQL and relational database structure

  • Technically proficient

  • Real estate, facility management, or capital/project management knowledge and experience

We’re obsessed with making this the best job you’ve ever had!

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

  • We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events.

  • Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group

  • Have confidence in your health with our offered Medical Aid Scheme.

  • Invest in our competitive Personal Pension plan and help set you up for your future.

  • Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).

  • Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!

  • Further your professional development with our Tuition Reimbursement Schemes

  • Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge?

We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you!

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.