Support Analyst I

Position Overview

As a Support Analyst with the MRI Software Client Support team, you will analyze complex software issues, engage with our worldwide client base, and provide an exceptional customer experience each day. You will serve as 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. The role is based at our Cape Town Office and follows a hybrid model of 2 days in‑office and 3 days remote, with work time grounded in U.S. hours (EST) and U.S. public holidays.

Responsibilities

• Respond to inbound requests from all channels (phone, portal, e‑case) within prescribed service levels.
• Identify, assess, and resolve all new and existing concerns.
• Monitor, document, and manage the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of satisfaction.