Support Analyst – Software Support

MRI Software

Support Analyst providing customer support for Strata Master software solutions with emphasis on technical troubleshooting and customer communication. Manage cases in Salesforce CRM and collaborate with internal teams.

Posted 5/7/2026full-timeRemote • 🇵🇭 PhilippinesJuniorWebsite

About the role

Key responsibilities & impact

Provide frontline telephone and email support for Strata Master users, delivering confident and professional customer communication.
Independently manage multiple concurrent cases in Salesforce CRM, ensuring accurate documentation, clear customer updates, and timely resolutions.
Troubleshoot functional, accounting, and technical issues using internal knowledgebase articles and structured problem-solving.
Support customers with setup and configuration of Strata Master across office PCs and server environments (where applicable).
Work closely with Technical Escalation teams by providing high-quality reproduction steps, diagnostics, and clear summaries of impact and urgency.
Contribute to testing and product improvement activities to ensure enhancements meet customer expectations.
Support customers across strata workflows including communications, reporting, invoicing/arrears, meeting processes, maintenance workflows, and accounting-related functionality as relevant to Strata Master’s integrated approach.

Requirements

What you’ll need

1+ years’ experience in an accounting environment (e.g., bookkeeping, finance operations, accounts/admin in an accounting context).
Strong grasp of accounting fundamentals (e.g., reconciliation concepts, reporting logic, transactional troubleshooting).
Proven ability to troubleshoot software issues logically, document steps, and manage multiple priorities simultaneously.
Exceptional written and verbal English communication.
Highly regarded Experience supporting business software in a customer-facing environment (SaaS or installed applications).
Exposure to strata/property environments or trust-style accounting workflows (highly beneficial for Strata Master’s positioning).

Benefits

Comp & perks

Join our employee-led resource groups to maximize your experience at work.
Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.
Utilize 16 hours of paid time to volunteer.
Know great workers? Our generous employee referral scheme rewards you for bringing in talent.
Enjoy peace of mind with our regional-specific healthcare benefits for you and your family.
Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.
Maintain a fantastic work-life balance with PTO days plus observed holidays.
Further your professional development and growth with our tuition reimbursement offerings.
Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.
And more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Salesforce CRMtroubleshootingaccounting fundamentalsreconciliation conceptsreporting logictransactional troubleshootingsetup and configurationproduct improvementdocumentationcase management

Soft Skills

customer communicationproblem-solvingwritten communicationverbal communicationtime managementmulti-taskingattention to detailcollaborationcustomer supportadaptability