Customer Support Ambassador III - Coding Scripting AI Experience

Octal Philippines Incorporated; Manila; Vor Ort; PHP 420.000 - 720.000; Vollzeit

Benefits dieser Stelle

SSS, Pag-IBIG, PhilHealth, 13th month

Health Insurance

Standard Leave (Emergency, Sick, and_V

Zusammenfassung

Octal Philippines Incorporated in Manila seeks a Customer Support Ambassador III to provide advanced technical and functional support for the company software solutions. You will troubleshoot complex issues, guide users, and ensure timely resolutions while leveraging AI and automation to enhance efficiency and customer experience.

The role emphasizes escalation to Tier 3, collaboration with cross-functional teams, and maintaining high customer satisfaction through effective ticket management and

Qualifikationen

• Advanced technical and functional support for the company solutions.
• Ability to troubleshoot complex issues across CRM configurations and integrations.
• Coordinate with Tier 3, Development, and cross-functional teams to resolve issues.

Aufgaben

• Provide advanced technical and functional support via phone, email, and chat.
• Serve as primary escalation point and facilitate issue resolution with multiple teams.
• Document interactions and maintain accurate ticket management.
• Stay updated on product updates and support process improvements.
• Meet KPIs for response time, resolution rate, and CSAT.
• Leverage AI tools and automation to improve troubleshooting efficiency.

Kenntnisse

Technical support

Customer service

Issue escalation

Cross-functional collaboration

Troubleshooting

Tools

SQL

AI tooling

Ticketing systems

Knowledge base

Jobbeschreibung

Job Description:

The Customer Support Ambassador III role provides advanced technical and functional support for the company software solutions, 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.

• Provide advanced technical and functional support for the companys 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 the companys product updates, collaborate on support process improvements, and meet established KPIs for response time, resolution rate, and customer satisfaction.
• Report to the Customer Support Performance Coach or Senior Customer Support leadership.
• Leverage AI-powered tools, knowledge assistants, and automation solutions to improve troubleshooting efficiency, accuracy, and overall customer support experience.
• Utilize scripts, queries (e.g., SQL), and automation tools to streamline repetitive support tasks, support issue resolution, and identify opportunities for workflow automation.
• Contribute to AI knowledge bases, solution documentation, and the testing/adoption of new AI-driven support capabilities while ensuring compliance with company AI governance guidelines.

• Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
• Health Insurance
• Standard Leave (Emergency, Sick, and Vacation)

Requirements: