Support Analyst at MRI Software

• MRI Software is seeking a Software Support Analyst to join our team in Cape Town, South Africa!   This individual will be responsible for resolving customer queries and will need to analyse software issues to recommend solutions, engaging with clients via email and telephone will be an integral part of this role. The successful candidate will be the primary point of contact for a broad variety of customers, assisting with a wide range of functional questions and technical issues.

This role specifically relates to the Investment Modeling product suite.

• MRI Software will rely on YOU to listen to and empathise with our clients and to use your troubleshooting skills, positive attitude and technical savvy to meet their needs to deliver a consistent professional experience.

Responsibilities include:

• Develop a deep understanding of the functional aspects of the Investment Modeling product suite
• Advise clients on industry best practices
• 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
• Participates in the Knowledge Management process through creation and use of materials
• 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

Requirements:

• 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
• Intermediate to advanced MS Office skills (esp. Excel, Word, Outlook)
• Must be fluent in English

Preferences:

• BA/BS in Business or Computer Science or equivalent experience
• Previous experience in using Real Estate investing and valuation software highly regarded
• Previous experience on modelling of cashflow through to Valuation
• Technically proficient
• Real estate knowledge and experience