System Support Specialist | Hybrid | Makati | Day Shift | Day 1 HMO

Emapta; Metro Manila; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Day Shift schedule

Fixed weekends off

Hybrid work arrangement

Prime office location in Makati (Easy?

Job summary

Emapta Philippines is seeking a System Support Specialist to ensure real estate professionals receive responsive troubleshooting, platform guidance, and integration support. You will work with international stakeholders, deliver end-user support via email/phone, and help optimize the Agentbox system within a hybrid Makati environment.

The role requires 3+ years supporting CRM systems for Australian/US/UK clients, strong cloud knowledge, and excellent communication.

Qualifications

• At least 3 years of technical experience supporting Australian, U.S., or U.K. clients with CRM systems or similar software in a service-based, client-facing environment.
• Strong understanding of cloud-based software, website technologies, and CRM developments or familiarity with the Australian real estate industry.
• Willingness to learn new skills and expand technical and industry expertise.
• Excellent communication, influencing, and negotiation skills.

Responsibilities

• Collaborate with Tier 1 and Tier 2 Support Specialists within the Operations Division, reporting directly to the Tier 1 Team Leader and Head of Support.
• Provide exceptional customer service by guiding clients through the use and functionality of the Agentbox system.
• Deliver end-user support through an automated ticketing system via email and phone.
• Triage, diagnose, test, and resolve technical system issues.
• Escalate issues that cannot be resolved at Tier 1 to the Back-end Development teams.
• Assist clients with platform usage, onboarding procedures, user education, training inquiries, and system functionality.
• Configure third-party integrations, initiate portal feeds, and manage system settings.
• Evaluate data imports and exports for accuracy and compatibility.
• Communicate complex technical information clearly to non-technical users.
• Follow established protocols for ticket triage, prioritization, escalation, and completion.
• Manage support tickets efficiently to deliver timely, high-quality resolutions.
• Record complete and accurate ticket details for historical tracking and escalation.
• Use supporting software to improve service delivery and operational efficiency.
• Create and update Tier 1 Confluence pages for essential tasks and processes.
• Identify and eliminate points of failure to strengthen system stability and user experience.
• Uphold high service standards and maintain a proactive, solutions-oriented approach.
• Promote creativity, innovative thinking, and continuous problem-solving.

Skills

CRM support

Cloud-based software

Documentation

Communication skills

Technical aptitude

Problem-solving

Multi-tasking

Self-motivation

Tools

Agentbox

Job description

Elevate Global Real Estate Performance Through Premier PropTech Support

Behind every high-performing real estate agency is technology that works seamlessly. The System Support Specialist ensures property professionals can operate confidently through responsive troubleshooting, platform guidance, and integration support. Build sought-after PropTech expertise, collaborate with international stakeholders, and shape exceptional customer experiences while pursuing a long-term global career with Emapta, where top 1% talent receives opportunities designed to match their ambition.

Snapshot

• Employment Type: Full-time
• Work Setup: Hybrid, Makati
• Shift: Day Shift, 7:30 AM-4:00 PM PH, Weekends Off

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Fixed weekends off
• Hybrid work arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion
• Paid Australian public holidays without using SIL credits
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Required

• At least 3 years of technical experience supporting Australian, U.S., or U.K. clients with CRM systems or similar software in a service-based, client-facing environment
• Strong understanding of cloud-based software, website technologies, and CRM developments or familiarity with the Australian real estate industry
• Willingness to learn new skills and expand technical and industry expertise
• Excellent communication, influencing, and negotiation skills
• Ability to explain technical information clearly to non-technical audiences
• Extensive experience creating clear, concise, and accurate documentation
• Demonstrated critical-thinking and problem-solving abilities
• Strong technical aptitude, intellectual curiosity, and openness to new ideas
• Ability to work methodically, manage multiple tasks, and meet tight deadlines
• Mature, professional, self-motivated, proactive, and assertive approach

Desirable Experience and Criteria

• Experience supporting or operating CRM software using established ticket management protocols
• Experience in real estate sales or property management
• Proven record of meeting deadlines and key performance indicators
• Experience using third-party applications to improve operational efficiency and communication

Responsibilities

• Collaborate with Tier 1 and Tier 2 Support Specialists within the Operations Division, reporting directly to the Tier 1 Team Leader and Head of Support.
• Provide exceptional customer service by guiding clients through the use and functionality of the Agentbox system.
• Deliver end-user support through an automated ticketing system via email and phone.
• Triage, diagnose, test, and resolve technical system issues.
• Escalate issues that cannot be resolved at Tier 1 to the Back-end Development teams.
• Assist clients with platform usage, onboarding procedures, user education, training inquiries, and system functionality.
• Configure third-party integrations, initiate portal feeds, and manage system settings.
• Evaluate data imports and exports for accuracy and compatibility.
• Communicate complex technical information clearly to non-technical users.
• Follow established protocols for ticket triage, prioritization, escalation, and completion.
• Manage support tickets efficiently to deliver timely, high-quality resolutions.
• Record complete and accurate ticket details for historical tracking and escalation.
• Use supporting software to improve service delivery and operational efficiency.
• Create and update Tier 1 Confluence pages for essential tasks and processes.
• Identify and eliminate points of failure to strengthen system stability and user experience.
• Uphold high service standards and maintain a proactive, solutions-oriented approach.
• Promote creativity, innovative thinking, and continuous problem-solving.

About the Client

Our client is a global property technology provider transforming how real estate professionals manage relationships, listings, transactions, and business performance. Its connected software solutions help agencies streamline daily operations, strengthen customer engagement, and make informed decisions using reliable data. Backed by extensive industry expertise and continuous product innovation, the organization supports property businesses across international markets. Employees contribute to technology that advances an essential global industry while developing valuable expertise within a collaborative, forward-thinking, and customer-focused environment.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.