Product Support Specialist | Work From Home | Night | Day 1 HMO | Weekends Off

Help global enterprises make smarter decisions through advanced technology.

As a Product Support Specialist, you will serve as a trusted advisor to platform users by providing product support, troubleshooting technical issues, guiding users through workflows, and helping customers optimize their use of the platform.

This role plays a key part in ensuring customers successfully use a sophisticated enterprise platform that supports data-driven decision-making for global energy companies and financial institutions. You will build a global career with Emapta while working with international technology teams and experiencing the top 1% experience designed for top 1% talent.

Job Overview

Work setup: Work From Home

• 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.

• 3 to 5 years in B2B enterprise software support, customer success, or technical consulting roles
• Strong ability to translate technical functionality into user-friendly explanations and documentation
• Expertise in navigating complex data-intensive applications, explaining workflows, and training end-users
• Excellent abilities to diagnose, analyze, and resolve complex technical issues and identify root causes
• Excellent written and verbal communication along with client-facing skills and a consultative mindset
• Strong organizational skills and attention to detail documenting customer interactions and managing tasks
• Strong technical and communication skills to explain technical concepts clearly to non-technical users
• Empathetic and patient demeanor with strong customer service skills to ensure a positive user experience
• Self-motivated with analytical thinking; thrives with autonomy and limited direction
• Bachelor's degree in a quantitative field required; advanced degree a plus

• ChatGPT / Claude AI: Used to assist in productivity
• Mathematical Forecasting Techniques: Monte Carlo and Stochastic Simulation

• B2W Software
• Microsoft Office

Your Daily Tasks

• Develop product expertise, working closely with Engineering and Product teams to diagnose and resolve user issues
• Drive customer adoption by advising on optimal use of the platform's applications, solutions, and tools
• Act as the primary point of contact for product support inquiries from existing and prospective users
• Guide customers through navigation, configuration, and execution of key workflows within the platform
• Troubleshoot complex product questions and usage challenges, providing clear, step-by-step guidance
• Deliver proactive user enablement sessions including webinars, trainings, and workshops
• Work with the internal team to provide customer feedback that informs product roadmap and improvements

• Collaborate with the software engineering team on reproducing and diagnosing technical issues
• Maintain a knowledge base of best practices, FAQs, and how-to guides to empower user self-service
• Conduct daily quality assurance and quality control testing by reviewing software requirements and verifying that features function as intended
• Configure demonstration environments and customize dashboards tailored to client needs

• Research industry topics, gather relevant data, and integrate findings into the platform

Building Technology That Powers Modern Energy and Financial Markets

Joining their team means working with cutting-edge technology, complex data systems, and global enterprise clients, where your work directly supports how major organizations analyze markets, manage risk, and make strategic decisions.

Welcome to Emapta Philippines!

We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!