Customer Success & Support Analyst

ECLARO; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Job summary

ECLARO is seeking a Customer Support Analyst to provide post-implementation support for Travel and Hospitality products, acting as the primary client contact and ensuring high customer satisfaction.

The role focuses on addressing inquiries, resolving product-related issues, and delivering knowledge to foster relationships. You will collaborate with cross-functional teams and monitor KPIs to ensure retention and adoption of the product.

Qualifications

• Bachelor's degree in Engineering, Economics or Business.
• 2-4 years of customer-facing experience in technology, product management, or consulting.
• Excellent written and verbal communications skills, including proficiency in MS PowerPoint.
• Creative analytical capabilities and problem-solving skills, leveraging data analysis tools (proficiency in Excel a must, SQL, or BI tool experience a plus).
• Ability to proactively manage multiple commitments and tasks across multiple customers.
• Intellectual curiosity and eagerness to apply rigorous analytics to business problems.

Responsibilities

• Serve as the day-to-day support contact for assigned customers, managing communication and providing timely, empathetic responses to any questions or concerns.
• Troubleshoot, escalation, and triage customer issues, collaborating with Product, Science, and Customer Success Ops to drive resolution.
• Monitor and report on customer support KPIs, surfacing trends or risks to leadership.
• Capture customer feedback and help prioritize enhancements or fixes based on support trends.

Skills

Communication skills

Analytical thinking

Problem solving

Multitasking

Education

Bachelor's degree

Tools

MS PowerPoint

Excel

SQL

BI tools

Job description

ECLARO is seeking a Customer Support Analyst to provide post-implementation support for Travel and Hospitality products, acting as the primary client contact and ensuring high customer satisfaction.

The role focuses on addressing inquiries, resolving product-related issues, and delivering knowledge to foster relationships. You will collaborate with cross-functional teams and monitor KPIs to ensure retention and adoption of the product.