Application Support

About the Role

As a Application Support at MRI Software, you will provide application support for our SaaS platforms, assisting clients across system configuration, data integrity, and business workflows including financial and operational processes.

This role is suited to someone who can work independently, take ownership of issues end-to-end, and deliver a high standard of client-facing support. You will work across core platform functionality as well as integrated third-party solutions, ensuring a seamless client experience within MRI Software's open and connected ecosystem.

You will act as a key point of contact for customers, bridging the gap between business users, technical systems, and internal teams, helping clients maximise the value of MRI Software solutions.

• Provide support across multiple channels (phone, portal, email, chat) in line with SLA targets
• Troubleshoot issues across:
• Core application workflows and configuration
• Financial modules (e.g. GL, AP, AR, reporting, reconciliations) (if required)
• Data integrity, reporting, and system behaviour
• Investigate and resolve issues relating to integrated systems and third-party platforms
• Manage and prioritise support tickets independently with strong attention to detail
• Communicate clearly with clients, providing timely updates and resolution ownership
• Collaborate with Product, Engineering, and other internal teams when required
• Contribute to knowledge base articles and continuous improvement initiatives

• Ownership of support cases end-to-end with clear and well-documented updates
• Strong troubleshooting capability across system, data, and workflow issues
• Clear, professional communication with both technical and non-technical users
• Ability to resolve most issues independently, escalating with appropriate context
• Consistent delivery against SLAs and customer satisfaction expectations

• Experience in B2B SaaS product support (email, chat, on-call)
• Client-facing experience with strong communication skills
• Demonstrated troubleshooting and problem-solving capability
• Basic SQL or data analysis experience for investigation purposes (if required)
• Experience working with ticketing systems (e.g. ServiceNow, Jira, Zendesk)
• Exposure to system integrations, interfaces, or multi-system environment.

• Experience supporting property management or industry-specific software
• Understanding of integrations, APIs, or middleware concepts
• Experience in cloud/SaaS environments
• Exposure to data analysis, reporting, or workflow troubleshooting

• May include rostered hours to support customers across different time zones
• Collaborative, fast-paced support environment with cross-functional interaction.

• Be considered early for upcoming Support Analyst vacancies
• Gain visibility with hiring managers for future roles
• No obligation-your details will be retained for relevant opportunities only.

• 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.