Support Analyst

MRI India; Baguio; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Hybrid work arrangement (2 days WFH)

HMO coverage with dependent upon hire

20 annual leaves with cash credits

Career growth opportunities

Competitive salary package

Job summary

MRI India is seeking a Client Support Analyst to join the Evolution Support team in delivering high-level technical support for our IWMS software. The role involves handling support cases, troubleshooting with SQL, APIs, and collaborating with development and QA teams.

The ideal candidate has at least 6 months in software/SaaS support, strong SQL skills, and exposure to API integrations, with excellent communication and a proactive mindset.

Qualifications

• Minimum 6 months of experience in a software support or SaaS environment.
• Strong Microsoft SQL knowledge (writing queries, troubleshooting database-related issues).
• Exposure to or experience with API integrations (REST/SOAP).
• Excellent communication and relationship management skills.
• Proven ability to analyze, troubleshoot, and resolve technical issues independently.
• Confident working in a fast-paced, client-facing role.
• Desirable: Background or understanding of Facilities Management software or operations.
• Previous experience with cloud-based platforms and systems.
• Workflow configuration or scripting knowledge is a plus.

Responsibilities

• Own and manage support cases through to resolution, ensuring timely and professional communication throughout the lifecycle.
• Provide expert-level support on IWMS software modules, features, and deployment environments.
• Troubleshoot complex issues using SQL and support API integrations where applicable.
• Escalate unresolved or critical issues in line with internal processes and client SLAs.
• Maintain accurate records of all case activity, resolutions, and client communication in the CRM system.
• Contribute to the wider support team by sharing knowledge, mentoring junior staff, and promoting best practices.
• Adhere to ISO processes and GDPR guidelines in all activities.
• Collaborate closely with internal teams across development, QA, and implementation to resolve client issues effectively.

Skills

SQL queries

API integrations

Client communication

Troubleshooting

SaaS support

CRM systems

Cloud platforms

Facilities knowledge

Job description

Client Support Analyst

We're looking for an experienced Client Support Analyst to join our Evolution Support team. This role is key to delivering high-level technical support to clients using our IWMS (Integrated Workplace Management System) software.

Key Responsibilities

• Own and manage support cases through to resolution, ensuring timely and professional communication throughout the lifecycle.
• Provide expert-level support on IWMS software modules, features, and deployment environments.
• Troubleshoot complex issues using SQL and support API integrations where applicable.
• Escalate unresolved or critical issues in line with internal processes and client SLAs.
• Maintain accurate records of all case activity, resolutions, and client communication in the CRM system.
• Contribute to the wider support team by sharing knowledge, mentoring junior staff, and promoting best practices.
• Adhere to ISO processes and GDPR guidelines in all activities.
• Collaborate closely with internal teams across development, QA, and implementation to resolve client issues effectively.

Qualifications

• Minimum 6 months of experience in a software support or SaaS environment.
• Strong Microsoft SQL knowledge (writing queries, troubleshooting database-related issues).
• Exposure to or experience with API integrations (REST/SOAP).
• Excellent communication and relationship management skills.
• Proven ability to analyze, troubleshoot, and resolve technical issues independently.
• Confident working in a fast‑paced, client‑facing role.
• A proactive mindset and eagerness to grow within a collaborative environment.
• Desirable: Background or understanding of Facilities Management software or operations.
• Previous experience with cloud‑based platforms and systems.
• Workflow configuration or scripting knowledge is a plus.

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive salary package.
• Hybrid working arrangement (2 days WFH).
• HMO coverage with free dependent upon hire.
• 20 annual leaves to be used at discretion, including 5 credits convertible to cash.
• Additional benefits.

MRI is an equal‑opportunity employer and embraces diversity, equity, and inclusion.