System Support Specialist

Service Excellence Starts With You

Solve real tech challenges, support global users, and shape the future of real estate technology-right from home. Make your mark in IT support with a role that connects you to global systems, real-time problem-solving, and meaningful impact. Build a global career, gain international exposure, and grow your technical expertise while helping users thrive across the real estate tech landscape.

Job Description

As a System Support Specialist, you will provide first-level support to clients by diagnosing system issues, assisting with functionality inquiries, and ensuring seamless use of the platform. You'll triage tickets, resolve technical concerns, set up integrations, and maintain top-tier customer service for a global real estate tech user base.

Job Overview

Employment type: Full-time

Shift: Day Shift, Weekends Off

Work setup: Hybrid, Makati

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Hybrid work arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion + client-mandated leaves for Australian public holidays
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Your Daily Tasks

• Work within the wider Operations Division alongside Tier 1 and Tier 2 Support Specialists, reporting directly to the Tier 1 Team Leader and Head of Support.
• Provide exceptional customer service by assisting clients with the usage and functionality of the Agentbox system.
• Triage and resolve system issues, support clients with platform usage, and assist in onboarding procedures for new clients.
• Set up third-party integrations, evaluate data imports/exports, and manage system configurations as required.
• Uphold high service standards using effective management techniques that ensure an optimal client experience.

Duties and Responsibilities:

• Deliver service excellence to end-users through an automated ticketing system via email and phone.
• Diagnose, test, and resolve technical system issues.
• Escalate issues that cannot be resolved at Tier 1 to Back-end Development teams.
• Assist clients with user education, training inquiries, and system functionality questions.
• Initiate portal feeds and enable third-party integrations.
• Communicate complex technical information clearly to non-technical users.
• Follow established protocols for ticket triage, prioritization, and completion.
• Manage tickets efficiently to ensure timely, high-quality resolutions.
• Use supporting software to enhance service delivery and operational efficiency.
• Ensure all tickets include complete information for historical tracking and escalation protocols.
• Demonstrate company values and maintain a proactive, solutions-oriented attitude.
• Create and update Tier 1 Confluence Pages for key tasks and processes.
• Identify and eliminate points of failure to improve system stability and user experience.
• Encourage creativity, innovative thinking, and continuous problem-solving.

The Qualifications We Seek

• Understanding of cloud-based software and technological advances in websites and CRMs, or knowledge of the Australian real estate industry.
• Minimum of 3 years' experience supporting Australian/US/UK clients in a service-based, client-facing role.
• Willingness to learn new skills and expand technical/industry expertise.
• Excellent communication, influencing, and negotiation skills.
• Ability to communicate technical information to non-technical audiences.
• Highly experienced in creating clear and concise documentation.
• Demonstrated critical thinking and problem-solving abilities.
• Technically minded, curious, and eager to explore new ideas.
• Able to work methodically, handle multiple tasks, and meet tight deadlines.
• Mature, professional, self-motivated, proactive, and assertive.

Desirable Criteria:

• Experience supporting or operating CRM software with proper ticket management protocols.
• Domain experience in the real estate industry (sales or property management).
• Proven track record of meeting deadlines and KPIs.
• Experience using third-party applications to improve efficiency and communication.

About the Client

Transforming Real Estate Through Smart Technology

Our client, Reapit, is a leading provider of property software solutions trusted by real estate professionals worldwide. With innovative CRM and property management tools, they empower agencies to streamline operations, enhance customer experience, and drive business success. Their commitment to technology, service excellence, and continuous improvement makes them a standout leader in the global PropTech industry.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra