188 Application Support Analyst jobs in South Africa

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We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms, Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at

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Role Purpose
The primary goal of an Application Support Analyst (ASA), in the business is to ensure that applications meet the standards of the product and business, are running smoothly and efficiently, and are compliant with regulatory requirements, and most importantly provides a positive experience for the end-user(s).

The ASA plays a key role in the ONGOING maintenance and support phases of the software development life cycle (SDLC). During the maintenance and support phase, the ASA is responsible for ensuring that the application is functioning correctly, addressing any issues that arise, and requesting necessary updates and modifications to the application to meet changing business needs.

Requirements

• Grade 12
• Relevant Diploma or B-degree
• 4 - 6 years business experience
• A solid understanding of business processes product and business rules and processes (Service, Compulsory product knowledge)
• Proficient in Excel as well as SQL (able to write scripts from scratch)
• Proficient understanding of the financial service industry (advantageous)
• Experience in Operations (advantageous)
• Proficient understanding of tax processes (advantageous)

Duties & Responsibilities
Application Monitoring

• Monitors the application to detect and resolve issues (errors) that may impact functionality or performance.
• Analyzing and troubleshooting issues to identify root causes and potential solutions.
• Providing technical support (2nd line) to end users.
• Answering questions about the features and/or resolving issues.
• Ensuring that the application is updated by the IT Support team / DevOps as and when needed.
• Collaborating with relevant developers and other stakeholders such as business system analysts, QA, project management and end-users) to:
• Support upgrades & enhancements.
• Prioritize and address issues and importantly also;
• Enable temporary/tactical workarounds for incidents.
• Performs routine maintenance tasks to ensure the applications are up-to-date and functioning optimally.
• Improve monitoring and alerting.
• Maintaining (quality documentation) a high grade of quality documentation and knowledge bases to support end-users and other stakeholders.
• Accountable for end-to-end processes.

Business Continuity

• Responsible for ensuring the application is running smoothly, and as per the signed-off business specifications process flow, as well as addressing any issues that may arise to minimize the risk of disruptions.
• Cost saving and efficiency.
• Responsible for identifying and addressing any issues with the application, which will minimize costs and ensure that the business is operating effectively and efficiently.
• Ensure that insurance systems are compliant with regulatory requirements, such as those related to data privacy, security, and financial reporting.

Maintain robust applications

• Analyze and improve processes, quality, productivity, and efficiency.
• Take an active role in incident and problem management, proactively bringing issues and problems to the attention of the team.
• Communicating with end users and other support teams to notify them of incidents and their resolution.
• Investigations of system failures, writing queries to identify the causes of incidents and process failures.
• Identify and implement workarounds for incidents.
• Proactively enables 2nd line support to resolve incidents.
• Daily monitoring of systems and processes.
• Proactively improve monitoring and alerting
• Prioritization of a backlog of bugs and fixes.
• Play an active role in projects from an operations perspective, pre-production or go-live stage.
• User acceptance testing before any implementation is critical to ensure systems function as expected.
• Work as part of a cross-functional team.
• Maintain Business Continuity documentation.
• Perform Product House administrative duties to support the business process.
• In addition, the ASAs are also involved in the earlier phases of the SDLC, such as:
• Reviewing requirements
• Participating in testing in the pre-production and/or go-live stage
• As this role works with software applications to support business outcomes, it requires very strong technical and analytical skills, and the ability to collaborate with cross-functional teams.

Client

• Build and maintain relationships with internal stakeholders.
• Deliver on service level agreements in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
• Participate and contribute to a culture that builds rewarding relationships, facilitates feedback and provides exceptional client service.

People

• Excellent communication skills to liaise between technical teams, finance, and tax department.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation

Competencies

• Analytical thinker.
• Actively live the company values.
• Self-Starter.
• Ability to work independently and as part of a team.
• Customer/ Stakeholder Commitment.
• Drive for results.
• Ability to document issues, resolutions, and user guides.

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, (lion roar for "family") 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 socialisation. Therefore, we operate a hybrid working model with 2 days of working from home per week. This role is based in the Cape Town office.

Please note, the successful candidate will work in accordance with NA hours, 8:30am to 5:00pm EST on Mondays to Fridays (which is 14:30 - 23:00 SAST subject to adjustment in accordance with applicable daylight savings changes) and NA public holidays.

MRI Software is currently seeking a Software Support Analyst, who will work as part of our Client Support team. This role involves analysing complex software issues, engaging with our worldwide client base, and providing 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 listen to and empathize with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

Responsibilities

• 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.
• Listen and empathise with our clients.
• Use troubleshooting and technical skills to meet the client's needs.
• Consistently deliver a professional experience.
• Deliver timely updates on progress, with the response time and client satisfaction targets in mind.
• Deliver comprehensive analysis on data, reporting and validation tasks and issues.

Requirements

• Customer focus and a passion for support.
• Creative and curious troubleshooter
• Strong organization and time management skills
• Professional communication skills with the ability to confidently articulate technical concepts
• Previous experience in customer service
• Excellent computer skills and knowledge of Microsoft products required
• SQL knowledge
• Minimum 1 year experience in application support
• Excellent customer services skills
• Willingness to take ownership of issues
• Ability to build relationships with clients, share knowledge with colleagues
• Ability to work under pressure to meet KPI's and SLA's
• Full working knowledge of the importance of processes

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:

• We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Have confidence in your health with our offered Medical Aid Scheme.
• Invest in our competitive Personal Pension plan and help set you up for your future.
• Big on family? So are we Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
• Enjoy a fantastic work-life balance with 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
• Further your professional development with our 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.

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, (lion roar for "family") 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 socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in our Cape Town Office.

Please note, this role will work to UK Hours (BST/GMT) from Mon-Fri (08:30-17:00)
We are currently looking to recruit an
Application Support Analyst
who has a passion and desire for customer service and to excel in their role. This is an exciting time to be part of growing company where you will be able to make a difference and realise personal development.

The role requires a good understanding of business processes and all its associated functions. You will be responsible for ensuring that SLA commitments are achieved, all tickets are managed and exceptional customer service. You will need to have strong communication skills, both written and verbal and the ability to take ownership of incidents, whilst ensuring issues are prioritized and resolved effectively. The key to this role will be the ability to prioritise workloads and adapt to changing priorities.

Job Overview

• Effectively log, triage and resolve support tickets
• Excellent customer communication skills
• Experience in application support
• Gain knowledge of our product set
• Assist in building and maintaining a knowledge base for use across the business, responsible for the documentation
• Reviewing all support tickets on a daily basis
• Fast learner and adaptable
• Applying the appropriate resolution for the issue where required
• Escalating the support ticket to the 2nd or 3rd line support teams
• Updating the user / client with the ticket status

Candidate Requirements

• A friendly and collaborative attitude and strong Team Player
• Excellent telephone manner
• Strong problem solving skills with a logical approach and use of methodologies such as ITIL
• Ability to pick up new technologies quickly and efficiently
• Good experience with Microsoft IT technologies
• Possess good personal organisation and time management abilities gained in a similar environment
• Suited to someone who would like to one day progress to a career in Software Development or Implementation of our Software Solutions.

Essential Knowledge And Experience

• Experience of supporting distributed and web based applications
• Experience of recording and solving application support issues from customers, prioritising requests, implementing and communicating timely solutions
• Experienced in updating User Guides and Support Knowledge Base
• Root Cause Analysis
• Experience working with Social Housing Application is preferable
• Knowledge of ITIL

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:

We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group

Have confidence in your health with our offered Medical Aid Scheme.

Invest in our competitive Personal Pension plan and help set you up for your future.

Big on family? So are we Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).

Enjoy a fantastic work-life balance with 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

Further your professional development with our 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?

We know the  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

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.

Eseye is looking for an experienced Application Support Analyst based in Johannesburg, SA.

Location:
Johannesburg, South Africa
(Must live within 1 hour's commute of client's site)

Employment Type:
Full-Time / Hybrid (Successful candidate will be expected to visit our client's site 2-3 times per week)

Annual Salary:
ZAR 400, ,000 per annum (+ 5% corporate bonus, Tc's & C's apply)

At Eseye, our Application Support Analysts perform detailed analysis and provide escalation and mitigation services whilst owning complex technical incidents. A key part to this role is providing swift resolutions to complex problems to minimise and circumvent customer business outage.

Role Requirements:

• Take ownership of problems that are escalated by the Customer Support team, Account Management team and MTN.
• Provide a high level of technical triage and analysis for our Operations/Dev teams, MTN and interconnect partners.
• Work with the service deployment and Customer Success teams to ensure a successful resolution to customer incidents.
• Provide a level of triage and escalation of incidents and managing through problems to the operational infrastructure teams or interconnect partners.
• Work closely with other teams within the business to deliver the shared goals of the operations functions.
• Responsible for the comprehension and manipulation of business data within MySQL databases.
• Responsible for planning, owning, and creating business processes that meet customer and business needs, to mitigate future incidents and problems.
• Responsible for providing regular status reports on incident progress to Eseye management.
• Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).
• Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Eseye teams and white label partners (including MTN).
• Responsible for the triage and prioritisation of problems within the structure of defined Operational Level Agreements, to meet the requirements of agreed customer Service Level Agreements.
• Represent Eseye to MTN and liaise with the account management team, including weekly site visits.
• Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.
• Willingness to be flexible and adaptable to cope with changing customer and operational requirements.

Skills/ Person Requirements:

• Degree level Computer Science, Engineering or equivalent.
• 3+ years' experience working in Technical Customer Services or Technical Systems Support.
• 1+ year's experience working in a second line technical specialist role.
• Well versed in established customer service and SLA management processes.
• Extensive experience working in service focused teams, ideally in a telecoms or communications environment.
• Good systems support experience with Linux.
• Experience in reviewing application code to triage and report application problems accurately to level 3 teams.
• Working knowledge of fundamental networking concepts.
• Well versed in MYSQL (or equivalent) languages and be capable of navigating and manipulating data within relational databases.
• Experience with network packet analysis tools such as Wireshark or equivalent.
• Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
• Strong user experience with key applications within the Microsoft Office suite especially Excel.
• The ability to solve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.

Desired

• A working knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
• Experience in customer facing positions.
• Familiarity and experience in Cisco based infrastructure (or equivalent) configuration via command line access is highly desirable.
• Familiarity with GitHub
• Working knowledge of PHP (or equivalent) applications.

Company Overview

Eseye empowers businesses to embrace IoT without limits. We help them to visualise the impossible and bring those solutions to life through innovative IoT cellular connectivity solutions that enable our customers to drive up business value, deploy differentiated experiences and disrupt their markets.

Our pioneering IoT cellular connectivity solutions, versatile hardware, technical consultancy and round-the-clock support allows businesses to overcome the complexity of IoT design, development and deployment. We guide them every step of the way, so they can move forward with IoT projects without the fear of getting it wrong. Supported by our unique AnyNet Secure SIM technology, Connectivity Management Platform and a powerful partner ecosystem, we help more than 2,000 customers to seamlessly connect millions of devices across 190 countries, agnostic to over 700 available global networks.

The provision of support services relating to operational applications, not limited to

the terminal operating system (TOS).

Support may be provided both to users of the systems and to service delivery

functions such as computer operations and help desk.

Support typically takes the form of investigating and resolving problems and

providing information about the systems and equipment. It includes the monitoring

of their performances.Position Outputs1.Application Development

• Participate in the full development life cycle of business software including analysis, design, development, unit/load testing, deployment and maintenance of software system and implementation of business software for the enterprise, ensuring technical integrity and alignment with coding standards and principles.
• Provide 1st/2nd line support to TPT terminals utilizing the Terminal Operating (TOS) system for Bulk, Break-Bulk, Automotive and Containers commodities.
• Provide EDI support and general TOS support to TPT's external clients such as Shipping lines, Clearing and Forwarding Agents, Original Equipment Manufacturer, etc.
• Training TOS users on existing and new GCOS functionalities.
• Monitoring all incoming HELPDESK calls to ensure that all issues are addressed.
• Interpret user requirements to define software solutions.
• Pro-actively research technologies, developments, tool improvements and its processes as well as deployments to ensure increased productivity.
• Analysis of current applications; provide gap analysis and recommends a way forward on the to be nature of such applications.
• Design, develop and test the GCOS software application and all other integrating applications.
• Design and code new software functionality using code that is readable, maintainable, and re-usable.
• Contribute to user acceptance testing (UAT) and training material.
• Once the solution has been successfully tested, deliver the code into the applicable production environment.
• Provide stakeholders with regular feedback on the technical design and timelines for solution.
• Help diagnose root causes of systems issues using problem-solving skills.
• Display and encourage an appreciation of teamwork and inclusivity.
• Apply accurate Programming, System Verification and Capacity Testing.
• Monitor performance of solutions and make recommendations to improve the performance and functionality of the solution.
• Log issues found in existing systems as internal change controls and ensure successful resolution of issues.
• Business Intelligence and data analysis
• Responsible for gathering, analysing, and understanding business users' data and analytics requirements and translating these requirements into analytics best practice technical solutions that meet the relevant business objectives.
• Extract data from various sources for the purposes of data profiling to create the technical BI requirements.
• Translate raw data into actionable recommendations and strategic insights that contribute to the overall success of the organization.
• Create and maintain data visualizations, reports, and dashboards to communicate complex data findings effectively.
• Collaborate with departments to provide actionable insights, monitor KPIs, and drive data-informed decision-making.
• Delivering interactive presentations and generating reports for efficient data dissemination to a diverse audience.
• User Interface and user experience design .
• Apply user-centred design principles to enhance usability, accessibility, and overall user satisfaction.
• Perform user research and craft personas, user stories, and user flows.
• Develop wireframes, mock-ups, and high-fidelity prototypes to convey design concepts and solutions effectively.
• Conduct usability audits to pinpoint areas for improvement.
• Provide first line and second line support for inhouse and third-party applications.
• To identify any product problems and possible new features for future developments.
• To be able to report and document any Bugs and/or Bug fixes experienced on software/hardware products.
• To provide software training on all products if required to do so daily.
• To assist in the implementation of Support Tools/Processes and the management thereof.
• Project documentation and administration
• Project administration of business intelligence, applications development and user interfaces and user experience related projects.
• Ensure that all applications related documentations are filed correctly and available when needed.

Qualifications and Experience

• Driver's license code 08
• Travel as required and approved.
• Degree in Computer Science, Information Technology, or relevant IT Qualification (NQF 7)
• 3 -5 years proven experience in applications development, business intelligence, Applications Support, User Interface / User experience. Number of years with lower-level certificates/qualification
• Relevant NQF credits)
• Min 8 years experience relevant applications development, business intelligence, Applications Support, User Interface / User experience. Advantageous
• Visual Studio ASP.Net / MVC / IIS / / C#
• Microsoft SQL / JAVA
• Oracle Certification and/or APEX Certification.
• Basic HTML/CSS.Competencies
• Software Development Life Cycle
• Familiarity with application systems information management practices.
• Application systems maintenance and support
• Successfully developed and implemented new systems or system improvements
• Gained experience working with customers to develop solutions to complex business problems
• Compiling the System Change Request document before changes get deployed to the Production environment.
• Updating the Technical Specification document.
• Application systems training
• Application systems analyses
• Project managementEquity StatementPreference will be given to suitably qualified Applicants who are members of the designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating Division.

Job Description

To assess, design and recommend and implement new IT solutions to improve existing business applications functionality and user efficiency and productivity

To extract business requirements, asses business process flows and recommend new procedures, systems changes and solutions to enhance business processes

Maintain applications systems functionality and operational uptimes

• Assist Business in defining and documenting IT applications requirements
• Attend to incidents logged by application users as assigned by Service Desk and update resolutions status on time and with enough detail
• Develop knowledge base of application systems functionality and known issues
• Develop and document applications enhancements solutions
• Assist application developers during systems development
• To test and deploy application systems
• Assess applications functionality against the original goal and benefit to be derived
• Document user guides to assist users with operating the application systems
• Monitor applications systems status, performance and resolve anomalies
• Resolve and escalate if necessary any problematic trends and operational issues

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

08/09/25

All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Job Description
Possesses strong written and verbal communication, interpersonal, and technical skills. Demonstrates excellent problem-solving, attention to detail, and the ability to multitask in fast-paced, deadline-driven environments. Highly organized, resourceful, and resilient, with the ability to work independently or in teams. Communicates technical concepts clearly to non-technical users and maintains a customer-focused, professional approach. Shows high integrity, confidentiality, and a commitment to quality support. Proficient in software development and Microsoft Office tools.

Responsibilities
Technical Support:

• Provide first-level support via email, WhatsApp, phone, communication platforms or ticketing systems, assisting users with common software issues and escalating more complex problems to senior analysts.
• Perform testing of websites and systems to identify and resolve issues related to functionality, performance, and usability.
• Monitor dashboards and system alerts to proactively identify and address any system-related issues or anomalies.

Monitoring And Control

• Monitor and refine metrics to be used as a baseline for monitoring.
• Monitor software system dashboards and alerts to identify and report issues, learning to optimise performance with guidance.
• Ensure the correct tools/access/visibility is established to ensure effective monitoring.
• Identify the proper escalation procedure and execute it when deviations occur.
• Follow up to ensure reports/incidents have been received and are being evaluated.
• Escalate if reports/incidents are not resolved within the time span agreed.
• Ensure storage and archiving processes are functioning correctly.

Troubleshooting

• Provide detailed issue reports to relevant teams promptly.
• Use remote and diagnostic tools per SOPs.
• Identify key data, manage alerts/incidents, and escalate when needed.
• Log, categorise, and follow up on incidents per company protocols.
• Resolve common software issues related to setup, functionality, and user errors.
• Escalate complex issues to second-line support and assist with triage.
• Collaborate with senior analysts to improve troubleshooting and problem resolution.

Problem Solving

• Identify areas of improvement and recommend improvements.
• Escalate statistics to management indicating the impact of these changes or the lack of change.
• Identify the need for new SOP's or SOP updates.
• Create or update relevant documents as more information becomes available.
• Identify and record trends, and performance patterns that can be analysed to provide useful analytics.

End-User Support

• Offer first level support assistance through a variety of channels, such as WhatsApp chats, email, skype, ticketing system and phone.
• Help customers with questions and problems pertaining to software support-related queries.
• Give customers clear instructions and walk them through the troubleshooting process.
• Ensure the protection of all user and company data in compliance with company privacy policies.

Issue Management & Logging

• Accurately record and track customer issues in the support system.
• Follow triage guidelines and escalate to Level 2 when needed.
• Categorise and prioritise tickets per SLA requirements, ensuring timely updates.
• Communicate issue progress to teams and clients, escalating critical matters.
• Learn disaster recovery and change management processes, assisting as needed.

Alert Management & Communication

• Notify stakeholders of outages, maintenance, or critical incidents promptly.
• Coordinate with business and client teams on impact and resolution updates.
• Document troubleshooting steps, escalate recurring issues, and update the knowledge base.

Shift Work And SLA Adherence

• Ability to work shifts as required to provide support coverage during business hours, weekends, or holidays.
• Adhere to SLAs for response and resolution times, ensuring that all support activities are conducted within agreed-upon timelines.

Qualifications

• Matric.
• A minimum of 6 months - 1-year relevant application support experience.
• Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• Flexibility to work shifts.
• Exposure and experience with monitoring tools such as Dynatrace/ Elastic / Grafana and Prometheus. The incumbent must also have a good understanding of monitoring system software-related dashboards.
• Experience in ITIL Foundation (Advantageous).
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to nontechnical users on cross function platforms.
• Understanding of documenting SOP's in a software related environment.
• Understanding of basic software issues (e.g., SQL queries, frontend bugs) with guidance from senior team members and following standard troubleshooting procedures.
• Basic understanding of SQL for running and modifying queries. Assist with maintaining databases and supporting data integrity under supervision.

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, (lion roar for "family") 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 socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in our Cape Town office.
Please note that this position will be supporting the UK region and therefore, working UK hours.
Position Overview
In this position, you will be the primary point of contact for a broad variety of customers, assisting with a wide range of application related questions and technical issues.

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

MRI Software will rely on you to listen to and empathise with our clients and use your troubleshooting skills, technical know-how and creativity to meet their needs and deliver a consistent, professional experience.

Responsibilities

• You will be joining a growing and dynamic company who designs and builds software for social housing for the wider public and commercial sectors.
• Gaining an excellent level of knowledge of our product set, you will be responsible for technical and process support of software solutions that we develop in-house.
• First point of contact for customer issues via portal, email and telephone
• Triage and resolve support tickets to KPI targets.
• You will support your peers, sharing knowledge to ensure that the team can do their job to the best of their ability.
• Assist in building and maintaining a knowledge base.

Requirements

• Customer focus and a passion for support, customer service is at the heart of what we do.
• Creative and curious trouble-shooter.
• Strong organization and time management skills.
• Professional communication skills with the ability to confidently articulate technical concepts with an excellent telephone manner.
• Ability to identify and highlight service improvements.
• Excellent computer skills.
• The roles incorporate a working knowledge of Housing software. Previous knowledge in this area is preferred but is not essential. Full product training will be provided in addition to an MRI induction.

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:

• We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Have confidence in your health with our offered Medical Aid Scheme.
• Invest in our competitive Personal Pension plan and help set you up for your future.
• Big on family? So are we Here at MRI Software, we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
• Enjoy a fantastic work-life balance with 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
• Further your professional development with our 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 Social Housing 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?

We know the 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
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.

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

• Grade 12 (Matric)
• Good command of English (verbal and written)
• Excellent communication skills with clients and internal teams
• Strong decision-making and problem-solving abilities
• Good organizational and time management skills
• Ability to work well under pressure and adapt to change
• High level of discretion and trustworthiness
• Strong attention to detail
• Proficient in Microsoft Office Suite and internal company systems
• Sound understanding of Optix products and services

• In the role of a Tier 1 Support Agent, you will be at the forefront of ensuring that clients receive efficient, effective, and helpful technical assistance. Your ability to communicate clearly, troubleshoot effectively, and collaborate within a team will be essential in delivering exceptional support experiences.

• Client Communication: Engage with clients through various communication channels, such as phone, email, and chat, to understand their technical issues, inquiries, and concerns. Maintain a professional and empathetic demeanor while providing clear and concise information.

• Issue Triage: Assess incoming support requests, inquiries, and incidents to determine their urgency and impact on clients. Prioritize and categorize issues accurately for effective resolution.

• Troubleshooting: Utilize a solid understanding of the software products and services to diagnose and troubleshoot technical issues reported by clients. Follow established guidelines and processes to identify root causes and offer preliminary solutions.

• Issue Resolution: Independently resolve straightforward technical issues using available resources, documentation, and established solutions. Ensure that solutions are accurate, consistent, and aligned with company policies and standards.

• Escalation: Collaborate with Tier 2 support or other specialized teams when issues require advanced technical knowledge or are beyond the scope of Tier 1 support. Provide comprehensive and well-documented information to facilitate smooth escalation.

• Client Education: Offer guidance to clients on basic software functionalities, features, and best practices to empower them with self-sufficiency and optimize their usage of the software.

• Quality Assurance: Adhere to established quality assurance processes to ensure that support interactions are handled accurately, professionally, and in alignment with company standards. Strive for high client satisfaction ratings.

• Continuous Learning: Stay up to date with product updates, enhancements, and new features to provide accurate information to clients. Participate in training sessions and professional development opportunities to enhance technical skills.