Software Support Analyst (Property Technology SaaS)

Property Tree Support Analyst

About 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 Purpose
Provide 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 & scenarios

Key Responsibilities

• Provide support across multiple channels: phone, email, and chat
• Troubleshoot issues across: 
• Trust Accounting
• Workflows
• Best practice
• Data integrity, reporting, and system behaviour
• Manage and prioritise support tickets independently with strong attention to detail and accuracy
• Take full ownership of support cases end-to-end, including investigation, clear client updates, and resolution
• Identify root causes of issues and not just surface-level fixes
• Collaborate effectively with internal teams and manage escalations when required

Skill Requirements

• An 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 work
• Demonstrated ownership of support cases with clear, well-documented updates
• Strong troubleshooting skills with the ability to investigate and identify possible solutions
• Ability to quickly learn and apply knowledge in a product and Industry that is constantly changing and updating
• Ability to understand complex, compliance-driven processes (legally and financially governed)
• Clear and professional communication skills with both technical and non-technical users
• Strong prioritisation and decision making skills when managing multiple cases
• Ability to manage multiple issues simultaneously in a high-volume environment
• Strong critical and structured thinking skills
• Good strategic questioning skills to gather key information

Essential Key Requirements

• Experience 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 skills
• Strong troubleshooting and problem solving capability with a focus on accuracy
• Ability to learn quickly
• Experience working in fast-paced, high-volume support environments
• Ability to work aligned with varying AU business hours (NSW, NZ, WA, QLD) as required
• Experience working across multiple systems and products simultaneously
• Exposure to data analysis, reporting, and workflow troubleshooting
   

Desirable Requirements

• Experience working with system integrations or multi-system environments
• Experience in Property Management or Real Estate software
• Understanding of integrations & API’s
• Exposure to reconciliation & trust accounting concepts
• Strong customer service mindset with an orientation towards helping others (whether it be clients or team members)

Working Environment

• May include changes to rostered hours to support customers across different time zones
• Collaborative support environment with cross functional interaction
• High performance environment with strong accountability expectations
• Supportive and respectful team culture
• Transparent and honest communication environment

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)

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!