Deliver Technical Excellence Through QA, Analytics & Customer Support

Strengthen enterprise software performance through technical support, quality assurance, and data-driven problem solving. As a Product Support Specialist & Data Analyst, you'll help customers maximize platform value while improving product quality, data integrity, and user experience. Build a long-term global career with Emapta, where Top 1% talent collaborates with international teams, drives product innovation, and grows through meaningful career opportunities.

Job Overview

Employment type: Full time
Shift: Night Shift, Weekends Off
Work setup: Work from Home

Exciting Perks Await!

Day 1 HMO coverage with free dependent
Competitive Salary Package
Night differential pay to maximize your earnings
Permanent WFH arrangement
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: https://emapta.com/training-calendar/)
Free 24/7 access to our office gyms (Ortigas and Makati)
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 (including 5 credits convertible to cash)
Fun engagement activities for employees
Mentorship and exposure to global leaders and teams
Career growth opportunities
Diverse and supportive work environment
Be at the forefront of innovation in energy and enterprise risk management software
Influence product evolution by bringing the voice of the customer to strategic discussions
Work in a high-impact role with autonomy and the ability to shape software presence in the U.S. & Europe

Qualifications

5+ years of experience in customer support, technical support, implementation, or account management, preferably supporting enterprise or B2B software
Experience interacting directly with customers via phone calls and/or email, including answering inquiries, resolving issues, explaining solutions clearly, and escalating when necessary
Ability to translate customer-reported issues into clear, reproducible documentation that software engineers can understand and resolve
Strong attention to detail with experience performing ongoing QA/QC of product functionality and new feature enhancements
Resourceful problem-solving skills with the ability to investigate unfamiliar issues, identify solutions, and determine practical next steps with minimal guidance
Ability to work independently, take ownership of tasks or customer accounts, drive work to completion with minimal supervision, and collaborate when appropriate
Working knowledge of quantitative and statistical analysis, including regression analysis, probability analysis, and simulation, with the ability to apply these techniques to real-world data
Proven ability to transform large or complex datasets into clear dashboards, charts, and reports for executives, managers, and end users
Experience creating clear technical documentation, process documentation, and user guides
Proficiency with spreadsheets and business intelligence tools such as Microsoft Excel, Tableau, Power BI, or similar platforms
Strong written and verbal communication skills with the ability to explain technical and quantitative concepts to non-technical audiences
Experience using AI tools such as ChatGPT, Claude, or similar platforms to support research, documentation, analysis, or QA activities

Preferred

Educational background or coursework in Statistics, Data Science, Applied Mathematics, Economics, or a related quantitative discipline
Experience supporting customer onboarding or software implementation for enterprise customers
Experience designing and building dashboards, reports, charts, and data visualizations from the ground up
Experience working with tools and datasets that manage large volumes of data and complex data structures
Familiarity with SQL or basic data querying and extraction tools

Responsibilities

Quality Assurance & Quality Control (QA/QC)

Build and maintain QA checklists and validation routines to catch errors or configuration drift before they reach customers
Investigate data discrepancies, identify root causes, and coordinate resolutions with the software engineering team
Monitor customer accounts for anomalies, including stale data, broken feeds, or inconsistent numbers that could affect data quality or customer trust

Documentation

Create and maintain clear, repeatable documentation for setup processes, configuration standards, data definitions, and troubleshooting procedures
Keep the internal knowledge base current as products and processes evolve
Write customer-facing guides and quick-reference materials as needed

Customer Communication

Serve as a primary point of contact for customer inquiries, understand customer needs, and provide clear explanations
Escalate issues appropriately and keep customers informed throughout the resolution process
Translate customer-reported issues into clear, reproducible documentation for software engineers to investigate and resolve

Customer Setup & Expansion

Support new customer onboarding by configuring accounts, setting up data, validating data connections, and confirming configurations meet customer requirements
Expand and reconfigure existing customer environments to support new data, use cases, users, and capabilities
Partner with Sales to translate customer requirements into technical configurations

Quantitative Analysis

Apply statistical methods, regression analysis, probability analysis, and simulation techniques to identify trends, validate data, and interpret results
Perform quantitative analysis to validate outputs, identify outliers, and distinguish actual issues from normal variability
Translate analytical findings into clear, actionable insights for customers and internal teams

Data Visualization & Reporting

Design and develop dashboards, charts, and reports that transform complex datasets into clear, actionable insights
Tailor visualizations and reporting formats to different audiences, including executive summaries and detailed reports
Maintain the accuracy of dashboards and reports as data sources and system configurations change

Research

Research relevant data, industry benchmarks, and market insights to support customer inquiries and internal decision-making
Use AI tools to accelerate research, summarize findings, draft documentation, and support QA and analytical workflows
Stay current with relevant data sources, technologies, and industry best practices

About the client

Our client develops a high-performance enterprise software platform used for advanced market analysis, generation, trading, retail, risk management, and portfolio optimization. Its flagship platform supports energy companies and financial institutions in making smarter, faster, data-driven decisions across volatile and complex markets.

By joining this team, you will contribute to software that sits at the intersection of energy, analytics, enterprise risk, and financial decision-making. Your work will help improve product reliability, data accuracy, user experience, and customer confidence in a platform designed for high-value business decisions.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!