Hospitality SaaS Support Analyst — Global 24/7

Transcom Worldwide (Philippines), Inc.; Pasig; Hybrid; PHP 420,000 - 640,000; Full time

Job summary

Transcom Worldwide (Philippines), Inc. is seeking a Customer Support Analyst to deliver high-quality technical and product support to hospitality customers on our platform. You will be the primary contact for hotel operators and general managers, resolving a wide range of issues from payments to integrations.

Join a global 24/7 support team, working in a fast-paced environment with cross-functional collaboration, contributing to knowledge bases and process improvements.

Qualifications

• 1–3 years of experience in a customer-facing support role.
• Experience supporting customers via chat, email, and phone.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to quickly learn and navigate complex software.
• Excellent written and verbal communication skills.
• Ability to remain calm and professional with challenging customer situations.
• Strong organizational and time-management skills.
• Comfortable working in a fast-paced, global support environment with rotating shifts.
• Practical experience using AI tools to improve efficiency, research, documentation, or workflow management.

Responsibilities

• Provide timely and professional customer support through chat, email, and phone.
• Manage customer cases from initial contact through complete resolution, ensuring a positive customer experience.
• Diagnose and troubleshoot product functionality, payment processing, integration, and configuration issues using a structured approach.
• Translate technical concepts into simple, customer-friendly language.
• Prioritize and manage multiple customer cases while maintaining service quality and response time standards.
• Identify recurring customer issues and proactively recommend process or product improvements.
• Escalate complex technical issues with complete documentation, troubleshooting steps, and investigation findings.
• Create and maintain internal and external knowledge base articles to improve team efficiency and customer self-service.
• Collaborate with Product, Engineering, Content, and Customer Experience Design (CXD) teams to resolve cross-functional issues.
• Continuously develop product knowledge and contribute to improving customer support processes.
• Leverage AI tools to enhance productivity, research, documentation, and customer support workflows.

Skills

Customer support

Analytical skills

Troubleshooting

Software navigation

Written communication

Verbal communication

Time management

Cross-functional collaboration

AI tools

Tools

Salesforce

Aircall

Jira

Confluence

Job description

Transcom Worldwide (Philippines), Inc. is seeking a Customer Support Analyst to deliver high-quality technical and product support to hospitality customers on our platform. You will be the primary contact for hotel operators and general managers, resolving a wide range of issues from payments to integrations.

Join a global 24/7 support team, working in a fast-paced environment with cross-functional collaboration, contributing to knowledge bases and process improvements.