Support Analyst (CRM Trainer)

Support Analyst

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, 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 socialization. Therefore, we operate a hybrid working model with two days of working from home per week. This role is based in the Cape Town office. This role follows North American hours and public holidays.

Role Overview

We are seeking a motivated and customer-focused Support Analyst to join our team. The ideal candidate will be responsible for providing high-quality training, support, and problem-solving to ensure customer success. This role requires excellent communication skills, strong organizational abilities, and the capacity to thrive in a fast-paced, team-oriented environment.

Key Responsibilities:

• Plan, coordinate, and deliver comprehensive training programs for new customers.
• Conduct effective and engaging instructor-led training sessions via webinars.
• Stay up to date with new product enhancements and clearly communicate changes to customers.
• Collaborate proactively with the Project Management team to identify and resolve issues.
• Maintain and update training documentation and associated programs to ensure accuracy and relevance.
• Provide backup support for the Customer Service Help Desk when not actively training clients.

Qualifications & Skills:

• Training/Client onboarding experience
• Strong verbal and written communication skills.
• Excellent organizational skills with keen attention to detail.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Experience with CRM tools (e.g., CRM Engage) is a bonus but not essential.
• Ability to manage multiple projects and prioritize tasks effectively.
• Positive team player with the ability to work with customers at all levels, from onsite staff to executives.
• Professionalism and composure in handling challenging situations.
• Openness to constructive feedback and commitment to continuous improvement.

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.
• Employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group.
• Medical Aid Scheme.
• Competitive Personal Pension Plan.
• MRI Software Parental Leave benefit.
• 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.
• 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?

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.