Remote Product Support & Data Analytics Specialist

emapta global; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Permanent WFH arrangement

Night differential pay

Salary Advance Program

Unlimited upskilling through Emapta-ac

Free 24/7 access to our office gyms (M

Job summary

Emapta Philippines is hiring a Product Support Specialist & Data Analyst to strengthen enterprise software performance through technical support, QA, and data-driven problem solving. You will help customers maximize platform value while improving data integrity and user experience, collaborating with international teams.

This full-time, work-from-home role offers Night differential, Day 1 HMO, ongoing training, and opportunities to grow with global leaders.

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

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
• QA/QC: Investigate data discrepancies, identify root causes, and coordinate resolutions with the software engineering team
• QA/QC: 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
• Documentation: Keep the internal knowledge base current as products and processes evolve
• Documentation: 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
• Customer Communication: Escalate issues appropriately and keep customers informed throughout the resolution process
• Customer Communication: 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
• Customer Setup & Expansion: Expand and reconfigure existing customer environments to support new data, use cases, users, and capabilities
• Customer Setup & Expansion: 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
• Quantitative Analysis: Perform quantitative analysis to validate outputs, identify outliers, and distinguish actual issues from normal variability
• Quantitative Analysis: Translate analytical findings into clear, actionable insights for customers and internal teams
• Quantitative Analysis: Design and develop dashboards, charts, and reports that transform complex datasets into clear, actionable insights
• Quantitative Analysis: Tailor visualizations and reporting formats to different audiences, including executive summaries and detailed reports
• Quantitative Analysis: 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
• Research: Use AI tools to accelerate research, summarize findings, draft documentation, and support QA and analytical workflows
• Research: Stay current with relevant data sources, technologies, and industry best practices

Skills

Customer support

Technical support

Account management

Data analysis

QA/QC

Dashboard design

Excel / BI tools

SQL basics

Education

Bachelor's degree or higher

Tools

Tableau

Power BI

Excel

SQL

Job description

Emapta Philippines is hiring a Product Support Specialist & Data Analyst to strengthen enterprise software performance through technical support, QA, and data-driven problem solving. You will help customers maximize platform value while improving data integrity and user experience, collaborating with international teams.

This full-time, work-from-home role offers Night differential, Day 1 HMO, ongoing training, and opportunities to grow with global leaders.