Support Analyst

MRI Software; Philippines; Hybrid; PHP 300,000 - 520,000; Full time

Benefits offered by this job

Hybrid work arrangement (2 days WFH)

HMO coverage with free dependent upon

20 annual leaves (including 5 credits)

Career growth opportunities

Competitive salary package

Plus additional benefits

Job summary

MRI Software is seeking an experienced Client Support Analyst to join the Evolution Support team in delivering high-level technical support for our IWMS software. You will work on complex issues, leveraging SQL and API integrations to ensure top-tier client service.

The role requires strong communication, a proactive mindset, and the ability to troubleshoot in a fast-paced, client-facing environment. Hybrid work arrangement with collaborative cross-team engagement is offered.

Qualifications

• 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 analyse, troubleshoot, and resolve technical issues independently.
• Confident working in a fast-paced, client-facing role.

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

API integrations

Technical troubleshooting

Client-facing environment

Job description

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. You’ll be part of a global team, working hands‑on to resolve complex issues and ensure our clients receive consistent, high-quality support.

The right candidate will bring strong SQL skills, familiarity with API integrations, and a solid background in technical troubleshooting within a client‑facing environment.

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.

What We're Looking For

• 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 analyse, 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
• Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
• Plus additional benefits

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.