Software Support Analyst (Property Technology SaaS)

External

Mrisoftware · Manila, Philippines

Full-timeHybridToday

BookkeepingComplianceData Analysis

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About the role

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 passion

Responsibilities

Provide support across multiple channels: phone, email, and chat

Troubleshoot issues across:

Trust Accounting

Workflows

Best practice

Data integrity, reporting, and system behaviour

Manage and prioritise support tickets independently with strong attention to detail and accuracy

Take full ownership of support cases end-to-end, including investigation, clear client updates, and resolution

Identify root causes of issues and not just surface-level fixes

Collaborate effectively with internal teams and manage escalations when required

Skill Requirements

An understanding of the Australian Real Estate industry, particularly the rental/property management sector (highly preferred)

Strong attention to detail and high level of accuracy in all work

Demonstrated ownership of support cases with clear, well-documented updates

Strong troubleshooting skills with the ability to investigate and identify possible solutions

Ability to quickly learn and apply knowledge in a product and Industry that is constantly changing and updating

Ability to understand complex, compliance-driven processes (legally and financially governed)

Clear and professional communication skills with both technical and non-technical users

Strong prioritisation and decision making skills when managing multiple cases

Ability to manage multiple issues simultaneously in a high-volume environment

Strong critical and structured thinking skills

Good strategic questioning skills to gather key information

Essential Key Requirements

Experience in software/application support (preferably L 2, 3 or higher)

Background in bookkeeping, accounting, or finance (essential for trust accounting)

Client facing experience with excellent written and verbal communication skills

Strong troubleshooting and problem solving capability with a focus on accuracy

Ability to learn quickly

Experience working in fast-paced, high-volume support environments

Ability to work aligned with varying AU business hours (NSW, NZ, WA, QLD) as required

Experience working across multiple systems and products simultaneously

Exposure to data analysis, reporting, and workflow troubleshooting

Desirable Requirements

Experience working with system integrations or multi-system environments

Experience in Property Management or Real Estate software

Understanding of integrations & API's

Exposure to reconciliation & trust accounting concepts

Strong customer service mindset with an orientation towards helping others (whether it be clients or team members)

Working Environment

May include changes to rostered hours to support customers across different time zones

Collaborative support environment with cross functional interaction

High performance environment with strong accountability expectations

Supportive and respectful team culture

Transparent and honest communication environment

Software Support Analyst (Property Technology SaaS)

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