Application Support Analyst - Social Housing Solution (UK Hours)

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 the  Cape Town office.  

Please note, the successful candidate will be required to work UK hours 09:00 - 17:30(BST/GMT), and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.

We are currently looking to recruit an Application Support Analyst who will be responsible for providing technical solutions, advice and consultancy for the software applications provided by the business.

This is a fantastic opportunity for someone with 2nd line application support experience.  This will include a background working with databases, interrogating and manipulating information to achieve results and resolve support tickets.

Job Overview:

• Develop a deep understanding of the functional and technical aspects of the Social Housing product suite.
• Experience in application support
• Fulfil self-service requests
• Gain knowledge of our product set
• Resolve support tickets to SLA commitments
• Assist in building and maintaining a knowledge base for use across the business
• Reviewing all support tickets daily, actively monitor cases to ensure they are resolved within client's service level agreement
• Clearly document issue resolutions and confirm client understanding or closure of support cases
• Escalating support tickets to relevant teams
• Updating the user / client with the ticket status
• Ability to identify and highlight service improvements
• Confidence building positive relationships with users/customers

Candidate Requirements:

• A friendly and collaborative attitude and strong Team Player
• Excellent telephone manner
• Excellent 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
• Fast learner and adaptable

Essential Knowledge and Experience:

• BA/BS in Business or Computer Science or equivalent experience
• Software testing and troubleshooting experience
• Supporting distributed and web-based applications
• 2+ years' experience of recording and solving application support issues from customers, prioritizing requests, implementing and communicating timely solutions
• Solving application support issues from customers, prioritising tickets and communicating regularly.
• Updating User Guides and Support Knowledge Base
• Experience working with Social Housing Application is preferable
• Excellent problem solver
• Root Cause Analysis
• Excellent working knowledge of SQL, such as reading store procedures and triggers
• Experience in remoting into customer systems and remote desk topping

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:  

• Join our employee-led groups to maximise your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group.  
• Enjoy peace of mind over yours and your family’s health with our Private Medical Insurance and Health Cash Plan.  
• Invest in our competitive Personal Pension plan and help set you up for your future.  
• Big on family? So are we! We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s).   
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
• Income Protection Plans give you the peace of mind you deserve.
• Further your professional development and growth with our generous Tuition Reimbursement Schemes.  
• Enjoy 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!