Customer Support Ambassador

Octal Philippines Inc.; Pasig; On-site; PHP 350,000 - 550,000; Full time

Job summary

Octal Philippines Inc. is seeking a Customer Support Ambassador III to provide advanced technical and functional support for software solutions in the Philippines.

You will troubleshoot complex issues and guide users via phone, email and chat, ensuring timely resolution and high customer satisfaction. In this role you will escalate to Tier 3, coordinate with development and cross-functional teams, document interactions, and contribute to AI-driven initiatives to improve efficiency and customer

Qualifications

• Experience providing advanced technical and functional software support.
• Ability to troubleshoot complex issues and guide users.
• Strong customer satisfaction focus and KPI-driven.
• Familiarity with AI-driven and automation initiatives is a plus.

Responsibilities

• Provide advanced technical and functional support for client solutions via phone, email, and chat.
• Serve as primary escalation point, coordinate with Tier 3 and cross-functional teams to resolve issues.
• Document interactions, resolutions, and escalations with clear communication and ticket management.
• Stay current on product updates and contribute to process improvements to meet KPIs.

Skills

Advanced technical support

CRM configurations

Product integrations

Ticket management

Cross-functional collaboration

Tools

CRM platforms

Ticketing systems

Job description

The Customer Support Ambassador III role provides advanced technical and functional support for Software solutions company , troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction. This role also supports AI-driven and automation initiatives by leveraging tools and emerging technologies to enhance operational efficiency and customer experience

Responsibilities What You'll Do

• Provide advanced technical and functional support for Client solutions, resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.
• Serve as the primary escalation point for customer support concerns, facilitate MBRs for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.
• Document customer interactions, resolutions, and escalations while ensuring clear communication and accurate ticket management.
• Stay current on product updates, collaborate on support process improvements, and meet established KPIs for response time, resolution rate, and customer satisfaction.