Application Support Analyst - SQL Focused (UK Hours)

Support Analyst

MRI Software is looking for a motivated and client-focused Support Analyst to join our growing team in Cape Town.

This role requires working UK business hours (Monday to Friday, 09:00 – 17:30 BST/GMT). As a result, the successful candidate will observe UK public holidays in place of South African public holidays. This role will also involve shift work, with hours adjusted according to operational and team requirements.

We operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

As a Support Analyst, you will play a key role in delivering exceptional client support by resolving client queries, analyzing software-related issues, and recommending effective solutions. You will engage with clients via email and telephone and serve as the primary point of contact for a diverse client base, assisting with both functional questions and technical software issues.

At MRI Software, we value individuals who are empathetic, solutions-driven, and passionate about customer success. We are looking for someone who can combine strong troubleshooting skills, technical aptitude, and a positive attitude to deliver a consistently professional customer experience.

Key Responsibilities

• Develop a strong understanding of the functional and technical aspects of MRI Software products
• Use MRI support tools to log, track, and resolve client issues in line with established support procedures
• Investigate and troubleshoot software issues to identify root causes and recommend solutions
• Advise clients on industry best practices and product usage
• Monitor support cases to ensure resolution within agreed Service Level Agreements (SLAs)
• Contribute to the Knowledge Management process through the creation and maintenance of support documentation
• Manage client expectations effectively and professionally
• Build and maintain positive client relationships to support long-term customer retention
• Clearly document issue resolutions and confirm client understanding before case closure
• Participate in ongoing training, knowledge sharing, and cross-functional collaboration
• Maintain a professional approach in all client and internal interactions
• Adhere to all internal policies and procedures, including Information Security requirements

Skills & Requirements

• Bachelor's degree in Business, Computer Science, or equivalent practical experience
• Minimum of 2 years' experience researching and resolving client issues
• Previous experience in application/software support is essential
• Strong software testing and troubleshooting skills
• Technical proficiency, including working knowledge of SQL queries
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and confidently
• Strong analytical thinking and problem-solving abilities
• Ability to multitask and work effectively under pressure
• Excellent organizational, administration, and time management skills
• Strong interpersonal skills and the ability to collaborate across departments
• Proficiency in Microsoft Office and related tools
• Fluency in English is essential
• Experience within the property or real estate industry would be advantageous

Preferred Experience

• Previous experience working with Real Estate software
• Understanding of accounting practices within the Real Estate industry
• Real estate industry 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:

• Office breakfasts, quarterly lunches, and virtual social events
• Medical Aid Scheme
• Personal Pension plan
• Parental Leave benefit
• 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off"
• Tuition Reimbursement Schemes
• The flexibility of working from anywhere in the world for two weeks out of the year!

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners, and our clients.

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

We know 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!

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 that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!