Advance Support Consultant

Driving Client Success Through Advanced Software Support

Step into a role where your expertise transforms customer experiences and drives innovation in the software industry. As an Advance Support Consultant, you'll deliver impactful solutions, foster international collaboration, and make your mark in the computer software industry. Gain international opportunity, drive innovation, and leave a legacy-all while staying rooted in the Philippines.

Job Description

As an Advance Support Consultant, you'll deliver advanced technical solutions, guide customers through onboarding and adoption, and ensure smooth client experiences while collaborating with global teams to resolve complex challenges.

Job Overview

Employment type: Full-time

Shift: Night shift, US 9:00 AM - 6:00 PM CST, weekends off

Work setup: Hybrid, Clark, Pampanga

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Hybrid work arrangement
• Prime office location in Clark, Pampanga (accessible by PUVs, with nearby restaurants and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with a minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses (visit )
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• 20 annual leaves to be used at your 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

The Qualifications We Seek

• 3+ years of professional experience with SaaS software in a relevant industry, providing technical support or customer success services
• Experience providing structured customer services or technical onboarding to mission-driven organizations

Your Daily Tasks

• Conduct intake and discovery sessions to define customer needs, technical context, and objectives
• Plan and deliver scoped recommendations for system setup, workflow configuration, and adoption planning
• Lead advanced service engagements including kick-off meetings, milestone check-ins, and product walkthroughs
• Train end users through group sessions, office hours, and follow-up coaching
• Document customer needs, implementation steps, and solution paths using internal tools
• Troubleshoot and resolve complex issues in partnership with support, product, or engineering teams
• Use AI tools and resources to propose data workflows, integrations, or usage improvements
• Track engagement outcomes, time spent, and deliverables to meet utilization and quality standards
• Advocate for client feature enhancements or adoption blockers through feedback processes
• Collaborate with internal stakeholders to manage responses and monitor satisfaction
• Contribute to internal and external documentation and process improvements
• Coordinate cross-functional collaboration and maintain proactive client communication
• Respond to customer calls and emails promptly, meeting service levels
• Diagnose and escalate issues as needed for proper resolution
• Document all client interactions and time spent in the tracking system
• Work closely with Account Managers and Client Success Managers to deliver exceptional service

About the Client

Our client is a global leader in software solutions dedicated to empowering organizations that drive social impact. With advanced tools and scalable platforms, they help mission-driven groups achieve efficiency, collaboration, and meaningful outcomes. By combining innovation with purpose, our client supports communities and organizations around the world.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra