Customer 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

Role Title: Customer Support Analyst

ECLARO: A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

About the Role:

The Customer Support Manager provides exceptional postimplementation customer support, serving as a primary point of contact for clients and ensuring their satisfaction with our Travel and Hospitality products. This role focuses on addressing customer inquiries, resolving product-related issues, and delivering how-to knowledge to foster customer relationships. The Customer Support Manager I plays a vital role in driving product adoption, satisfaction, and long-term retention through high-quality service. The CS Manager I responsible primarily for Customer Support is a key driver of customer confidence, engagement, and satisfaction for our customers ongoing.

Accountabilities:

• Consistently delivers timely and high-quality responses to customer inquiries and concerns, with support from leadership as required
• Coordinate cross-functionally with teams like Science and Product to troubleshoot and resolve customer-reported product issues and communicate updates and solutions clearly to customers
• Provides ongoing product support and helps ensure smooth customer experiences
• Collaborate with the Customer Success Operations Manager to meet customer needs and support ongoing retention goals

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
• Participate in recurring support check-ins with customers to reinforce engagement and ensure continued satisfaction
• Monitor and act on customer support KPIs, surfacing trends or potential risks to leadership
• Capture customer feedback and help prioritize enhancements or fixes based on support trends
• Contribute to internal documentation and workflows to enhance support processes and improve efficiency
• Maintain a clear and thorough understanding of product functionality to deliver effective, proactive guidance
• Assist with data analysis and troubleshooting, providing actionable insights where applicable
• Identify and share opportunities to enhance the customer experience or introduce new product features where appropriate
• Build relationships with internal teams and customer peers
• Actively participates in customer touchpoints as agreed with CS Operations Manager
• Serves as customer advovate, instilling customer confidence and satisfaction
• Collaborates with cross-functional peers to understand and solve customer problems and evaluate product design from a customer-facing perspective
• Contributes ideas to improve products, customer satisfaction, and internal processes
• Leverages customer relationships to recognize and report upsell opportunities
• This role may also include assistance to other Customer Success team members including onboarding and training

Success in the Role:

• A successful CS Manager I accepts feedback and areas of development in a constructive manner and adapts behavior as needed. They do not become defensive and combative when presented with feedback.
• A successful CS Manager I responds quickly and appropriately to customer needs. They do not let inquiries go unacknowledged.
• A successful CS Manager I reacts calmly and constructively when faced with difficult situations and/or relationships. They do not lose focus when dealing with tight deadlines, shifting priorities, or simultaneous demands.
• A successful CS Manager I brings a positive perspective in times of conflict to ensure the success of the customer. They do not get bogged down in negative thinking or speaking.
• A successful CS Manager I contributes to an atmosphere of openness and candor within the Team. They do not gossip about or disrespect the thoughts and opinions of others.
• A successful CS Manager I reinforces difficult decisions that align with organizational strategies and values. They do not openly respond negatively or undermine organizational decisions.
• A successful CS Manager I maintains a high level of technical knowledge, business acumen, and strategic horsepower. They do not allow their personal development or level of effort to become stagnant or decline.
• A successful CS Manager I completes administrative activities and drives project actions to successful delivery in a consistent and timely manner. They do not allow timelines to be missed or accept poor quality work from oneself or others.

Requirements:

• Bachelor's degree with strong academic credentials (Engineering, Economics or Business preferred)
• 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