Support Analyst

MRI India; Baguio; Hybrid; PHP 480,000 - 600,000; Full time

Benefits offered by this job

HMO coverage with dependent

20 annual leaves

Tuition reimbursement

Flexible time off (Flex at MRI)

Volunteer time

Job summary

MRI Software in Baguio, Philippines, is hiring a Support Analyst to be the primary contact for tenants and residents using RentPayment. You will handle inquiries via phone, chat, and tickets, troubleshoot payment and system issues, and document interactions for quality service.

Ideal candidates have customer service or technical support experience, strong problem-solving skills, and excellent communication. On-site role with US-hours support, offering growth and comprehensive benefits.

Qualifications

• Bachelor's degree or equivalent work experience.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication.

Responsibilities

• Respond to customer questions and support requests via phone, chat, and tickets.
• Investigate and troubleshoot payment, account, and system issues.
• Document interactions and maintain accurate case notes.
• Provide updates and clear communication to customers throughout the process.
• Collaborate with internal teams to resolve issues and meet SLAs.
• Aim to improve processes and overall customer experience.

Skills

Customer service

Technical support

Problem solving

Written & verbal communication

Time management

Education

Bachelor's degree or equivalent

Job description

Support Analyst### Support AnalystApply: Baguio, Philippines: Full time: Posted 30+ Days Ago: R-109473We're looking for someone who enjoys solving problems, helping customers, and learning new things. If you're curious, patient, and enjoy figuring out solutions, this could be a great fit. As a Support Analyst, you'll be the main point of contact for tenants and residents using RentPayment. You'll help customers by phone, chat, and support requests, providing a positive experience and finding solutions to their questions and concerns. You'll work with a team that values great customer service, clear communication, and taking ownership of issues from start to finish. **RESPONSIBILITIES:*** Respond to customer questions and support requests through phone, chat, and online tickets.* Investigate and troubleshoot payment, account, and system-related issues.* Identify problems, find solutions, and guide customers through the resolution process.* Document customer interactions and keep accurate case notes.* Provide updates and communicate clearly with customers throughout the support process.* Work with internal teams when additional assistance is needed.* Meet service level goals while maintaining a high level of customer satisfaction.* Look for opportunities to improve processes and the overall customer experience.**What Success Looks Like*** Puts customers first and enjoys helping others.* Takes initiative and follows through on commitments.* Stays positive and responsive under pressure.* Is curious, resourceful, and eager to learn.* Works well with different people and values inclusion and teamwork.* Adapts to change and embraces new challenges.* Takes pride in delivering excellent service and creating positive customer experiences.**REQUIREMENTS:*** Previous customer service or technical support experience preferred.* Bachelor's degree or equivalent work experience.* Strong problem-solving and troubleshooting skills.* Comfortable learning and working with technology.* Excellent written and verbal communication skills.* Strong organizational and time management abilities.* Ability to handle multiple priorities in a fast-paced environment.* Passion for helping customers and delivering a great support experience.* Candidate must be willing to work full onsite in One Corporate Tower, 125 North Dr., Baguio City and support US working hours**Benefits*** Career growth opportunities in a diverse and supportive work environment.* Competitive Salary Package* HMO coverage with free dependent upon hire* 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, 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 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, that’s our goal every day. Because that’s what industry leaders do. Whether you’re 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 don’t hesitate to apply. We’d 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!*At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move!We’re completely dedicated to making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:* Join our employee-led resource groups to maximize your experience at work.* Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.* Utilize 16 hours of paid time to volunteer.* Know great workers? Our generous employee referral scheme rewards you for bringing in talent.* Enjoy peace of mind with our regional-specific healthcare benefits for you and your family.* Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.* Maintain a fantastic work-life balance with PTO days plus observed holidays.* Further your professional development and growth with our tuition reimbursement offerings.* Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.