Sales Technical Support

Octal Philippines, Inc.; Pasig; Híbrido; PHP 800.000 - 1.200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

HMO

Company Equipment

Descripción de la vacante

Octal Philippines, Inc. in Pasig is seeking a Senior Technical Coach to mentor a team of Customer Support Specialists delivering top-tier technical assistance for RealPage customers. This role blends deep technical knowledge with coaching excellence to elevate performance.

You will coach frontline agents, drive AI-enabled support initiatives, reduce escalations, and build coaching capability across the group. Strong RealPage product knowledge and communication skills are essential for success.

Formación

• 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.
• Coaching Certification.
• Proven experience in performance coaching in a metric-driven environment.
• 1 year plus in coaching, training, or leadership role.

Responsabilidades

• 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.

Conocimientos

RealPage platforms

Technical coaching

SQL / data analysis

SaaS troubleshooting

Educación

Bachelor's degree in IT or related field

Herramientas

Salesforce

Zendesk

JIRA

Python scripting

Descripción del empleo

Hybrid - Pasig 3-5 Yrs Exp Bachelor Full-time

Insurance Health & Wellness

HMO

Company Equipment

Responsibilities

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.

Job Requirements

• 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
• Coaching Certification
• Proven experience in performance coaching in a metric-driven environment
• 1 year plus in coaching, training, or leadership role

Technical Skills:

• Strong proficiency in RealPage platforms (OneSite, Knock, Accounting, etc.)
• Advanced troubleshooting in SaaS environments
• Working knowledge of: o SQL / data analysis o Ticketing systems (Salesforce, Zendesk, JIRA)
• Basic to intermediate Phyton coding/scripting skills
• Experience with AI tools and automation platforms