Support Systems & Tools Administrator

About the Role

The Support Systems & Tools Administrator is responsible for the day-to-day administration configuration and operational support of MRI Softwares core support platforms. This role works closely with the Support Enablement & Delivery Systems and Tools Lead internal application teams and support teams to ensure systems are configured correctly operating efficiently and consistently supporting global support processes.

This role is ideal for someone who is detail-oriented systems-focused and experienced with CRM/support platforms with a strong interest in process execution data accuracy and operational stability.

What You Will Do

Systems Administration & Support

• Administer and maintain support systems including:SalesforceandZendesk
• Exposure to Freshdesk or Amazon Connect is a plus but not required
• Assist in maintaining system health data integrity and operational consistency across regions

Operational Enablement

• Support implementation and rollout of system changes enhancements and configuration updates including AI initiatives
• Partner with the Lead role to execute system improvements that support global alignment
• Troubleshoot system-related issues and escalate complex items as needed

Process & Documentation Support

• Ensure accurate process documentation aligns with defined global workflows and best practices
• Support audits or reviews of system usage to ensure adherence to global standards

Reporting & Data Support

• Assist with generating and maintaining operational reports and dashboards
• Validate data accuracy related to global support KPIs specific to productivity and operational metrics.
• Support analysis efforts to identifying trends or anomalies

Collaboration & Other Responsibilities

Work closely with:

• Support Enablement & Delivery Systems and Tools Lead
• Support teams
• Internal application and IT teams
• Support global teams across multiple regions and time zones
• Perform other job-related duties as assigned

What We Are Looking For

Required Experience & Qualifications

• 14 years of experience in a systems administration or support operations role
• Hands-on experience withSalesforce and/or Zendeskin a support or service environment
• Experience administering users workflows queues or cases within CRM/support platforms
• Comfort working in an operational execution-focused role

Skills & Competencies

• Strong attention to detail and organizational skills
• Ability to follow defined processes while identifying improvement opportunities
• Clear written communication skills especially for documentation
• Analytical mindset with basic reporting and data validation experience
• Ability to collaborate effectively across key stakeholders
• Experience supporting SaaS or enterprise software support organizations
• Familiarity with support KPIs SLAs and case management processes
• Basic experience supporting self-service or knowledge workflows

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.

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 cant 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; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were 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 thats our goal every day. Because thats what industry leaders do. Whether youre 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 dont hesitate to apply. Wed 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!