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!
