Support Analyst (Thai Speaking)

Mri Software; Manila; On-site; PHP 267,840 - 401,760; Full time

Benefits offered by this job

Career growth opportunities

Competitive Salary Package

HMO coverage with free dependent

Free 24/7 access to office gyms

20 annual leaves (including 5 convertible to cash)

Job summary

Mri Software is seeking a proactive Support Analyst based in Manila, Philippines. In this role, you will be the primary contact for customers, advocating for their needs in maintenance projects across Thailand. The ideal candidate must have a degree in Computer Science and at least one year of experience in helpdesk support. You will need to be fluent in both Thai and English, and possess strong problem-solving, organizational, and interpersonal skills. A competitive salary and hybrid working arrangement are included.

Qualifications

• Minimum one year experience in helpdesk support or related role.
• Excellent computer skills and knowledge of Microsoft Office.
• Experience in diagnosing complex technical issues and supporting enterprise applications.

Responsibilities

• Act as the primary point of contact for customers.
• Identify and analyze root causes for issues.
• Communicate directly with Thai-speaking client stakeholders.

Skills

Customer-focused support

Problem-solving mindset

Fluency in English and Thai

Analytical and process-oriented

Strong interpersonal skills

Education

Diploma, Degree, Post Graduate Diploma in Computer Science or equivalent

Tools

Microsoft Office

SQL

Job description

We are looking for a proactive and customer-focused Support Analyst to act as the primary contact for customers and advocate for their needs for our maintenance projects in Thailand. You will take ownership of issues, work with consultants and engineers to resolve escalations, and identify root causes to prevent recurrence.

The ideal candidate is empathetic, detail-oriented, and highly organised, with excellent written and oral communication skills. You should be able to multi-task, work well under pressure, and maintain professionalism in all interactions. A strong problem-solving mindset, attention to detail, and the ability to work both independently and as part of a team are essential for success in this role. Comfortable working in Thai Time (ICT) to provide seamless support coverage, with fluency in both English and Thai for spoken and written communication.

Job Description

• Take ownership for any problems or issues encountered by customer and act as a primary point of contact for customers, be the Customer advocate internally.
• Identify and analyse root causes for issues and identify means of preventing future occurrence. You will work closely with the consultants and engineers to resolve escalated issues quickly and effectively.
• Your working schedule must match that of Thai Time (ICT) and communicate directly with Thai-speaking client stakeholders to troubleshoot and resolve issues efficiently.
• Maintain documentation in both English and Thai for operational clarity.
• Be empathetic to customers’ issues and seek to resolve them in a timely manner.
• Meticulous and organised in documenting customers’ questions and concerns, maintaining a database of feedback and queries from customers.
• Able to work independently in a fast-paced environment with minimum supervision.
• Sensitivity toward details and deadlines.
• Analytical and process-oriented.
• Ability to work as part of a team.
• Diplomatic and able to carry oneself professionally

Essential Skills and Experience

• Diploma, Degree, Post Graduate Diploma, Professional Degree, Engineering (Computer Science, Computer Engineering) or equivalent.
• Minimum one year experience as a helpdesk support or related role in the technology industry.
• Excellent computer skills and knowledge of Microsoft Office products.
• Must be fluent in both English and Thai for spoken and written communication
• Good organisational and effective time management skills
• Strong interpersonal skills with service oriented and empathetic mindset.
• Responsible with good time management and organization skills to follow through customers’ issues.
• Strong troubleshooting skills and experienced in diagnosing complex technical issues, supporting enterprise applications and collaborating with engineering teams to resolve incidents.
• Experience with SQL
• Familiarity with the property and software industry.
• Knowledge of facilities management systems, procurement processes, and basic accounting practices.

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own 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. Come and see for yourself!