Support Analyst

Description

• Identify calls that need to be escalated to the Support Manager and ensure that this escalation takes place in a timely manner.
• To provide assistance and support by handling 1st line calls. It will be necessary to gather all pertinent information and record this in an accurate fashion.
• Ensure that all work is carried out and recorded in accordance with the Support standards and procedures. This will include ensuring that calls are logged and tracked accurately in Salesforce, the support ticketing system. This will require attention to detail and a methodical approach.
• Participate in department reviews, looking to for process improvement, spotting trends and help to identify communication needs both internally and externally.
• Identify calls that need to be routed to 2nd/3rd line support or customer training requirements and assign them as necessary.
• Keep up to date with the application functionality and deployment methods.

Requirements

• Good problem solving and excellent interpersonal skills providing the ability to interact with developers, consultants, IT managers and network administrators are key attributes, as is a passion for customer service. High levels of literacy and numeracy skills are essential.
• We’re looking for recent graduates with a good degree result or those with relevant work experience or experience with the RAM Fixed Asset Accounting software will be considered.
• Good computer skills (specifically Windows OS), high level of competency of Microsoft products (specifically Excel), and SQL Server (including scripting) skills are beneficial for this role.

Benefits

• Invest in our competitive Personal Pension plan and help set you up for your future.
• Have confidence in your health with our offered Medical Aid Scheme.
• 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
• Further your professional development with our Tuition Reimbursement Schemes
• 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 the flexibility of working from anywhere in the world for two weeks out of the year!
• 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!

Training + Development

Interview process

Visa Sponsorship

Security clearance