Customer Support Ambassador III - Coding / Scripting / AI Experience

Octal Philippines Inc.; Manila; Vor Ort; PHP 400.000 - 700.000; Vollzeit

Benefits dieser Stelle

Government-mandated benefits

Health Insurance

Standard Leave

Zusammenfassung

Octal Philippines Inc. is seeking a Customer Support Ambassador III to provide advanced technical and functional support for our software solutions, handle complex issues, guide users via phone, email and chat, and ensure timely resolution with high customer satisfaction.

You will leverage AI-driven tools, automate repetitive tasks with scripts/SQL, coordinate with Tier 3 and Development, document interactions, and contribute to knowledge bases while meeting KPIs.

Qualifikationen

• Experience in technical and functional customer support for software solutions.
• Ability to troubleshoot complex CRM configurations and software navigation.
• Experience coordinating with Tier 3, development, and cross-functional teams.
• Proficiency with SQL and automation tooling.
• Experience contributing to AI-driven support initiatives.

Aufgaben

• Provide advanced technical and functional support for company solutions via phone, email, and chat.
• Serve as primary escalation point; coordinate with Tier 3 and cross-functional teams.
• Document interactions, resolutions, and ticket status clearly.
• Meet KPIs for response time, resolution rate, and customer satisfaction.
• Stay updated on product updates and support process improvements.
• Leverage AI-powered tools and automation to improve troubleshooting efficiency.
• Use scripts and SQL to streamline repetitive tasks and identify automation opportunities.
• Contribute to AI knowledge bases and testing of new capabilities.

Kenntnisse

Advanced tech support

Customer service

Ticket management

SQL queries

AI tools

Cross-functional

Troubleshooting

Tools

SQL

Automation tools

CRM configurations

Automation scripts

Jobbeschreibung

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 company's 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 company's 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)