Support analyst (us hours)

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 incredible customer experience every day.

Work Hours: U. S. hours (EST) 9:30am-6:00pm (EST) and U. S. Public Holidays.

Hybrid model: 3 days in‑office and 2 days remotely. Base location: Cape Town Office.

Responsibilities Respond to inbound requests from all channels (phone, portal, e‑case) within prescribed service levels Identify, assess and resolve 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 client satisfaction Assist in creating and maintaining user and procedural documentation Requirements SQL knowledge would be beneficial Salesforce or equivalent CRM experience a bonus Strong problem‑solving mind‑set Ability to manage multiple tasks at the same ...