Support Analyst (CRM)

We are seeking a proactive and customer-focused Vault CRM Support Analyst to join our team. This role is ideal for someone with a strong understanding of the real estate industry, who enjoys solving technical challenges and supporting clients across a suite of digital solutions. You will provide day-to-day support for key MRI Software products, including Vault CRM, Secure Sign (digital signing platform), and Agora Insights (data management and reporting), ensuring our clients receive exceptional service and timely resolutions. Key Responsibilities: Deliver frontline technical support to clients of MRI products, including Vault CRM, Secure Sign, and Agora Insights Manage, triage, and resolve support requests through Zendesk ticketing system, ensuring SLA adherence Troubleshoot issues related to web-based applications, integrations, and user workflows Collaborate with internal teams using Atlassian tools (Jira, Confluence) to escalate and track issues Analyse and support data, reporting, and insights within Agora Insights Assist clients with system configuration, user management, and best practice usage Document solutions, processes, and knowledge articles to improve support efficiency Provide guidance and support aligned to real estate operational processes About You: We’re looking for someone who combines technical capability with real estate knowledge. Strong knowledge of real estate processes and operations (e.g., sales, property management, or CRM usage within real estate) Experience in a technical support or application support role , particularly with web-based products Hands-on experience with Zendesk (or similar ticketing platforms) Familiarity with Atlassian products (Jira, Confluence) Proficiency with Microsoft 365 tools (Excel, Teams, Outlook, etc.) Strong troubleshooting and problem-solving skills Excellent communication skills with a customer-first mindset Highly Desirable Experience supporting or working with Vault CRM or comparable CRM systems Understanding of trust accounting, general accounting or financial processes in real estate Experience working within or supporting real estate agencies or property organisations What We’re Looking For: A team player who thrives in a fast-paced, client-focused environment Someone with a genuine understanding of real estate workflows and challenges A detail-oriented individual with analytical thinking and a proactive approach A problem solver who enjoys digging into system issues and finding solutions A professional who can translate technical issues into clear, user-friendly guidance Benefits: Career growth opportunities in a diverse and supportive environment Competitive salary package Prime office location (Ortigas – close to MRT, restaurants, banks) Hybrid working arrangement (2 days WFH) HMO coverage with 1 free dependent from day 1 Free 24/7 gym access (Ortigas & Makati) 20 days annual leave (including 5 convertible to cash) Additional benefits About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! 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!