Job Decription<\/p>\n
\tMRI Software is seeking a highly organised and detail-oriented Operations Analyst to provide operational support to our EMEA Client Support Management team.
\n\tThis is joining our established Operations function based in Cape Town. The successful individual will play a key role in driving efficiencies, maintaining critical support processes, and contributing to the smooth operation of the client support function.
\n\tThis role requires excellent communication skills, strong analytical ability, proficiency in Microsoft Excel, and a proactive, problem-solving mindset.
\n\tThe position will involve cross-functional collaboration with leadership, support teams, and departments across the business.<\/p>\n
Key Responsibilities<\/p>\n
\tProvide regular and ad-hoc reporting to support client support management decision-making.
\n\tMonitor and analyse key operational metrics, including Voice of the Customer (VOC) feedback, case trends, and escalation reasons.
\n\tPrepare internal and client-facing reports; track recruitment activity on behalf of senior leadership.
\n\tMaintain, update, and improve operations-related documentation, including processes, procedures, concierge resources, and training plans.
\n\tTrack expiring contracts in Salesforce and ensure timely follow-up.
\n\tLiaise with Account Managers to obtain missing assets or documents related to client records.
\n\tMonitor closed support cases for client responses and ensure appropriate actions are taken.
\n\tAdminister AWS and omnichannel access for joiners and leavers.
\n\tUpdate and manage email distribution lists, system environments, and case configuration settings in Salesforce.
\n\tSupport SLA\/OLA tracking and reporting.
\n\tAssist with Root Cause Analysis (RCA) activities and the implementation of related action items.
\n\tContribute to process improvement by identifying inefficiencies and recommending changes.
\n\tCoordinate and support initiatives across Professional Services, Product Support, and Training teams as required.<\/p>\n
Required Skills & Experience<\/p>\n
\tProven experience in an operational, analytical, or administrative support role\u2014ideally within a software or technical environment.
\n\tStrong proficiency in Microsoft Excel (pivot tables, formulas, formatting) and broader Microsoft Office tools.
\n\tExcellent written and verbal communication skills.
\n\tDemonstrated ability to identify trends in data and translate them into actionable insights.
\n\tExceptional organisational and time-management abilities, with the capacity to manage multiple tasks concurrently.
\n\tAttention to detail and a high standard for accuracy and data quality.
\n\tAbility to work both independently and collaboratively with cross-functional teams.
\n\tStrong sense of initiative with a solution-oriented approach to work.
\n\tComfortable working in a fast-paced, changing environment with evolving priorities.
\n\tExperience with Salesforce and\/or Power BI is beneficial but not essential.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"MRI Software","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"MRI Software is a leading provider of real estate software solutions that transform the way communities live, work and play. MRI\u2019s comprehensive, flexible, open and connected platform empowers owners, operators and occupiers in commercial and residential property organizations to innovate in rapid... read morely changing markets. MRI has been a trailblazer in the PropTech industry for over five decades, serving more than two million users worldwide. Through leading solutions and a rich partner ecosystem, MRI gives real estate companies the freedom to elevate their business and gain a competitive edge. For more information, please visit http:\/\/www.mrisoftware.com.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":["post-14639","job_listing","type-job_listing","status-expired","hentry","job_listing_region-western-cape","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/14639","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=14639"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=14639"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=14639"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}