Application Support Analyst

About the Role

As a Support Analyst atMRI Software you will provide application support for our SaaS platformsassistingclients across system configuration data integrity and business workflows including financial and operational processes.

This role is suited to someone who can work independently take ownership of issues end-to-end and deliver a high standard of client-facing support. You will work across core platform functionality as well as integrated third-party solutions ensuring a seamless client experience within MRI Softwares open and connected ecosystem.

You will act as a key point of contact for customers bridging the gap between business users technical systems and internal teams helping clientsmaximisethe value of MRI Software solutions.

Key Responsibilities:

• Provide support acrossmultipleinboundchannels(phone portal email chat) in line with SLA targets
• Troubleshoot issues across:(Core application workflows and configuration integrated systems andthird partyplatforms and data integrity reporting andsystembehaviour)
• Manageandprioritisesupporttickets independently with strong attention to detail
• Communicate clearly with clientsprovidingtimelyupdatesand resolution ownership
• Collaboratewithleadershippeersand otherinternalProductteamswhenrequired
• Contribute to knowledge base articles and continuous improvement initiatives

What Success Looks Like

• Ownership of support cases end-to-end with clear and well-documented updates
• Strong troubleshooting capability across system data and workflow issues
• Clear professional communication with both technical and non-technical users
• Ability to resolve most issues independently escalatingwithappropriatecontext
• Consistent delivery against SLAs and customer satisfaction expectations

Key Requirements

Essential

• Experience inB2B SaaSproduct support (phone portal email chat)
• Client-facing experience with strongwritten andverbalcommunicationskillsincludingthe ability to engage professionally with stakeholders at all levels
• Demonstrated troubleshooting and problem-solving capability
• Experience working with ticketing systems( Freshdesk)
• Exposure to system integrations interfaces or multi-system environments

Desirable

• Experience supporting property management financialor industry-specific software
• Understanding of integrations APIs or middleware concepts
• Experience in cloud/SaaS environments
• Exposure to data analysis reporting or workflowtroubleshooting
• Basic SQL or data analysis experience for investigation purposes

Working Environment

• May include rostered hours to support customers across different time zones
• Collaborative fast-paced support environment with cross-functional interaction

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations restaurants and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus additional benefits.
  

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 cant 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; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were 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 thats our goal every day. Because thats what industry leaders do. Whether youre 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 dont hesitate to apply. Wed 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!