Support Analyst - Licensing

Ensure Enterprise Software Reliability Across Manufacturing Industries Help international businesses maintain reliable access to the software that supports their daily operations. As a Support Analyst - Licensing , you'll resolve technical concerns, coordinate customer solutions, and protect operational continuity. Pursue a long-term global career with Emapta, offering international exposure, professional growth, continuous learning, and a Top 1% workplace designed for exceptional talent and meaningful contributions. Job Overview Employment Type: Full-time Shift: Night Shift | 9:00 PM-6:00 AM Manila Time | Weekends Off Work Setup: Onsite, SM Mega Tower, Ortigas Exciting Perks Await! Competitive Salary Package Night differential pay to maximize your earnings HMO coverage with free dependent upon regularization Prime office location in Ortigas (easy access to MRT stations, 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 of 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) with a free physical fitness trainer! Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!) Unlimited opportunities for employee referral incentives across the organization Standard government and Emapta benefits A total of 20 annual leave credits to use 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 Preferred Qualifications Bachelor's degree or equivalent professional experience. Required Qualifications At least 1 to 3 years of experience in customer support, technical support, customer service, or a related role. Demonstrated ability to use AI-enabled tools responsibly, validate generated outputs, and protect confidential information . Professional Competencies Customer Judgment: Ability to assess customer concerns, interpret service trends, and recommend practical solutions that improve customer outcomes. Cross-Functional Coordination: Ability to collaborate with internal teams, align priorities, clarify responsibilities, and coordinate timely resolutions. Disciplined Execution: Strong organizational and prioritization skills to manage competing demands, maintain accountability, and deliver high-quality results. Communication: Excellent verbal and written communication skills to explain technical concerns, articulate solutions, and convey decisions, progress, and risks clearly. AI Fluency: Ability to leverage AI-enabled tools to analyze customer information, improve service efficiency, and support informed decisions through sound professional judgment. Your Daily Tasks Deliver efficient, high-quality customer support to strengthen client relationships, enhance service quality, and improve customer satisfaction. Apply expertise in software applications and database languages to diagnose technical issues, identify root causes, and implement effective solutions. Establish and maintain professional customer relationships through responsive communication, reliable assistance, and consistent service quality. Manage customer interactions, service cases, and account records through CRM platforms such as Salesforce, Zendesk, or Zoho. Assess customer feedback, identify service trends, and translate customer concerns into actionable business improvements. Coordinate with internal teams to clarify customer commitments, address potential risks, and establish next steps that protect customer outcomes. Maintain accurate customer profiles, support cases, and account records to ensure reliable reports, informed decisions, and operational transparency. Utilize AI-enabled tools responsibly to summarize customer concerns, prioritize service requests, and improve response quality while ensuring accuracy and human oversight. Maintain comprehensive service documentation, structured handoffs, and clear accountability to support seamless collaboration and efficient issue resolution. Evaluate service performance, identify improvement opportunities, and implement corrective actions based on customer feedback and operational metrics. Our Values: Principles That Guide Performance Humility: Prioritize team success over individual recognition and contribute to a collaborative work environment. Integrity: Communicate candidly, acknowledge mistakes, and uphold ethical standards, even when decisions are difficult. Grit: Demonstrate resilience, determination, and commitment to long-term objectives. Results Orientation: Prioritize measurable customer outcomes, effective execution, and meaningful service improvements over activity alone. Winning Attitude: Maintain optimism, determination, and perseverance when faced with challenges. Commitment to Excellence: Seek constructive feedback, pursue continuous improvement, and strengthen professional capabilities. The Five Promises: Our Commitment to Customer Outcomes Start Where the Work Is: Understand customers' actual operational environments, assess their software challenges, and recommend practical solutions based on real business requirements. Make It Run: Support reliable software operations, resolve technical issues, and maintain accountability for effective solutions in production environments. Own the Hard Part: Address complex customer concerns, investigate root causes, and resolve technical challenges without transferring unnecessary burdens to customers. Show Up as a Team: Collaborate consistently, share responsibilities, and maintain dependable coordination across customer support, technical, and operations teams. Move Their Number: Prioritize measurable improvements in customer satisfaction, issue resolution, and operational performance rather than service activity alone. Responsible AI Practices Openly Learn: Share effective AI practices, lessons learned, and opportunities for improvement. Nurture Curiosity: Evaluate AI-generated recommendations critically, explore alternative approaches, and question initial outputs. Earn Trust: Verify AI-generated information, exercise independent judgment, and validate accuracy before implementation. Customer-First Approach and Business Outcomes Prioritize customer success through effective technical issue resolution, reliable software operations, and minimal business disruption. Identify and address the root causes of customer concerns to improve resolution quality, prevent recurring issues, and strengthen long-term customer relationships. Coordinate timely support resolutions to protect business continuity, reduce time-to-resolution, and improve customer satisfaction. Evaluate service effectiveness based on successful issue resolution, customer outcomes, and operational improvements rather than the volume of cases handled. About the Client Our client is a global enterprise software provider specializing in purpose-built technology for specialty manufacturing and distribution industries. They deliver enterprise resource planning (ERP), manufacturing execution systems (MES), quality management, and supply chain solutions that connect critical operations and improve business performance. Through industry-specific expertise, integrated platforms, and intelligent automation, they help organizations streamline workflows, optimize production, and strengthen operational visibility. Their customer-focused approach emphasizes reliable software, responsive technical support, and measurable results, enabling manufacturers and distributors worldwide to achieve sustainable growth. Join the Top 1% Talent. A better career. A better life. Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026 , Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being. Apply now and experience the difference!