Frontline Customer Support - Technical Coach

Octal Philippines Inc.; Manila; On-site; PHP 900,000 - 1,100,000; Full time

Benefits offered by this job

RealPage product certifications

Coaching Certification

Job summary

Octal Philippines Inc. is seeking a senior Technical Coach to mentor and develop Technical Coaches and Customer Support Specialists, ensuring high-quality technical assistance across RealPage products. The role emphasizes coaching excellence, operational performance, and AI-enabled support innovation.

Ideal candidates combine a strong RealPage background, excellent communication, and a passion for growing others through hands-on coaching and documented resources.

Qualifications

• Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• 2+ years in technical support (SaaS, ERP, or property tech preferred).
• Experience supporting complex products (OneSite, Accounting, CRM tools).
• Minimum 2 years experience as Technical Coach or equivalent role.
• Experience in Python, AI tools, automation, or scripting preferred.
• Certification in Learn2Lead / Lead2Succeed.
• RealPage product certifications (multiple modules).
• Coaching Certification.
• Proven experience in performance coaching in a metric‑driven environment.
• 1 year plus in coaching, training, or leadership role.

Responsibilities

• Mentor and develop Technical Coaches and Customer Support Specialists to deliver exceptional technical assistance.
• Drive technical capability building, escalation reduction, and adoption of AI-enabled support solutions.
• Provide hands‑on coaching and create technical resources to improve FCR and agent confidence.

Skills

Technical coaching

Customer support

SaaS/ERP knowledge

RealPage products

Python / AI automation

Performance coaching

Coaching in metric-driven environments

Education

Bachelor’s degree in IT or Business

Tools

Learn2Lead / Lead2Succeed certification

Job description

serves as a senior individual contributor responsible for mentoring and developing Technical Coached and Customer Support Specialist, ensuring they deliver exceptional technical assistance to customers. This role combines deep technical expertise, coaching excellence, operational performance improvement, and AI-enabled innovation to enhance support effectiveness and customer outcomes. The ideal candidate will have a strong background in RealPage software solutions, excellent communication skills, and a passion for fostering growth in others

provides advanced coaching, training, and troubleshooting support to frontline agents while mentoring Technical Coaches through influence and expertise. The role drives technical capability building, escalation reduction, process improvement, and adoption of AI-enabled support solutions. By providing hands‑on coaching and creating technical resources, the Technical Coach directly impacts first‑call resolution (FCR), escalation rates, and agent confidence.

Required:

• Bachelor’s degree in IT, Business, or related field (or equivalent experience)
• 2+ years in technical support (SaaS, ERP, or property tech preferred)
• Experience supporting complex products (e.g., OneSite, Accounting, CRM tools)
• Minimum 2 years experience as Technical Coach or equivalent role
• Experience in Phyton, AI tools, automation, or scripting Preferred
• Certification in Learn2Lead / Lead2Succeed
• RealPage product certifications (multiple modules)
• Coaching Certification
• Proven experience in performance coaching in a metric‑driven environment
• 1 year plus in coaching, training, or leadership role