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MRI Software Support Analyst in Cape Town, South Africa

MRI Software LLC is a leading provider of innovative software solutions for the global real estate industry. MRI delivers a comprehensive and truly configurable solution, from property-level management and accounting to the most complex, long-range financial modelling and analytics for both the commercial and multifamily real estate markets. As a leading provider of real estate enterprise software applications and hosted solutions, MRI leverages over 40 years of business experience to develop long-term successful relationships with its clients. Originally founded in Cleveland, Ohio, U.S.A., the company has offices in Toronto, London, Sydney, Singapore, and Hong Kong.

Responsibilities include:

• Develop a deep understanding of both the functional and technical aspects of the Real Estate & Workplace Solutions (RE&WS) 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

Requirements:

• 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

Preferences:

• Knowledge of SQL and relational database structure

• Technically proficient

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

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