Software Support Analyst (Property Technology SaaS)

Property Tree Support AnalystAbout Property Tree:Property Tree is a cloud‑based property management software designed to help real estate agencies and property managers streamline their daily operations such as tenant communications, trust accounting, maintenance handling, rent collection, and reporting. It helps property managers reduce admin, stay efficient and maintain trust accounting and regulatory compliance across their business.Role PurposeProvide high-quality, end-to-end support for Property Tree clients across accounting, workflows, and system behaviours. This role requires strong analytical capability, fast learning, and the ability to operate independently in a complex, compliance-driven environment.This role is not suited to candidates who require structured, step-by-step training environments. Success in this role requires proactive learning, independent problem-solving, and the ability to operate effectively in complex and evolving systems & scenariosKey ResponsibilitiesProvide support across multiple channels: phone, email, and chatTroubleshoot issues across:Trust AccountingWorkflowsBest practiceData integrity, reporting, and system behaviourManage and prioritise support tickets independently with strong attention to detail and accuracyTake full ownership of support cases end-to-end, including investigation, clear client updates, and resolutionIdentify root causes of issues and not just surface-level fixesCollaborate effectively with internal teams and manage escalations when requiredSkill RequirementsAn understanding of the Australian Real Estate industry, particularly the rental/property management sector (highly preferred)Strong attention to detail and high level of accuracy in all workDemonstrated ownership of support cases with clear, well-documented updatesStrong troubleshooting skills with the ability to investigate and identify possible solutionsAbility to quickly learn and apply knowledge in a product and Industry that is constantly changing and updatingAbility to understand complex, compliance-driven processes (legally and financially governed)Clear and professional communication skills with both technical and non-technical usersStrong prioritisation and decision making skills when managing multiple casesAbility to manage multiple issues simultaneously in a high-volume environmentStrong critical and structured thinking skillsGood strategic questioning skills to gather key informationEssential Key RequirementsExperience in software/application support (preferably L 2, 3 or higher)Background in bookkeeping, accounting, or finance (essential for trust accounting)Client facing experience with excellent written and verbal communication skillsStrong troubleshooting and problem solving capability with a focus on accuracyAbility to learn quicklyExperience working in fast-paced, high-volume support environmentsAbility to work aligned with varying AU business hours (NSW, NZ, WA, QLD) as requiredExperience working across multiple systems and products simultaneouslyExposure to data analysis, reporting, and workflow troubleshootingDesirable RequirementsExperience working with system integrations or multi-system environmentsExperience in Property Management or Real Estate softwareUnderstanding of integrations & API’sExposure to reconciliation & trust accounting conceptsStrong customer service mindset with an orientation towards helping others (whether it be clients or team members)Working EnvironmentMay include changes to rostered hours to support customers across different time zonesCollaborative support environment with cross functional interactionHigh performance environment with strong accountability expectationsSupportive and respectful team cultureTransparent and honest communication environmentBenefits:Career growth opportunities in a diverse and supportive environmentCompetitive salary packagePrime office location (Ortigas – close to MRT, restaurants, banks)Hybrid working arrangement (2 days WFH)HMO coverage with 1 free dependent from day 1Free 24/7 gym access (Ortigas & Makati)20 days annual leave (including 5 convertible to cash)About UsFrom 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! #J-18808-Ljbffr MRI India