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) 9:30am-6:00pm (EST) as well as observing 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 3 days in-office and 2 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.
Strong Problem-solving mind-set
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
Basic Account Terminology (Advantageous)