Hybrid SaaS Support Analyst for Real Estate Platform

MRI Software; Baguio; Hybrid; PHP 420,000 - 560,000; Full time

Benefits offered by this job

Hybrid work model

HMO coverage with dependents

20 annual leaves (incl 5 cash credits)

Career growth

Additional benefits

Job summary

MRI Software in the Philippines is seeking a Support Analyst to provide frontline customer support for the Bricks + Agent platform. You will respond to inquiries, troubleshoot issues, and guide users on product functionality.

You will document steps, escalate complex cases, and contribute to knowledge base. The role offers hybrid work (2 days WFH), competitive pay, and opportunities for growth in a diverse, people-first environment.

Qualifications

• Strong written and verbal communication skills.
• Good problem-solving and troubleshooting abilities.
• Ability to manage competing priorities in a customer support environment.
• High attention to detail and accurate record keeping.
• Experience in SaaS, property management, maintenance coordination, or customer support is desirable but not essential.

Responsibilities

• Respond to customer enquiries through email, phone, and support tickets.
• Assist customers with account access, platform navigation, work orders, property maintenance, and general product use.
• Investigate and resolve common technical and user-related issues.
• Record clear troubleshooting steps, customer information, and supporting evidence in support tickets.
• Escalate complex or unresolved issues to senior support or development teams.
• Maintain accurate internal documentation and contribute to customer help articles.
• Deliver professional, patient, and customer-focused service.

Skills

Strong communication

Problem solving

Prioritization

Attention to detail

SaaS experience

Job description

MRI Software in the Philippines is seeking a Support Analyst to provide frontline customer support for the Bricks + Agent platform. You will respond to inquiries, troubleshoot issues, and guide users on product functionality.

You will document steps, escalate complex cases, and contribute to knowledge base. The role offers hybrid work (2 days WFH), competitive pay, and opportunities for growth in a diverse, people-first environment.