Frontline Customer Support – Technical Coach

Octal Technical Solutions

. Serve as a senior individual contributor responsible for mentoring and developing Technical Coaches and Customer Support Specialists .

Posted 11/5/2026full-timeManila City • PhilippinesJuniorMid-Level💰 ₱80,000 - ₱100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in mentoring and developing Technical Coaches and Customer Support Specialists while driving technical capability building and process improvement. Proficient in providing advanced coaching and support for complex products, enhancing customer outcomes through effective training and resource creation.

Highest-signal resume keywords

Technical CoachingPerformance CoachingAI ToolsSaaS SupportRealPage Product Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

PythonAutomationScriptingTechnical SupportProcess ImprovementFirst-Call ResolutionEscalation ReductionComplex Product SupportMetric-Driven PerformanceTroubleshooting

Soft Skills

MentoringInfluenceTrainingLeadershipCommunication

Tools & Technologies

OneSiteAccounting ToolsCRM ToolsAI-Enabled Support Solutions

Certifications & Qualifications

Learn2Lead CertificationLead2Succeed CertificationCoaching CertificationRealPage Product Certifications

Industry Keywords

Technical SupportSaaSERPProperty TechCustomer Support

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Serve as a senior individual contributor responsible for mentoring and developing Technical Coaches and Customer Support Specialists
Provide advanced coaching, training, and troubleshooting support to frontline agents
Mentor Technical Coaches through influence and expertise
Drive technical capability building, escalation reduction, process improvement, and adoption of AI-enabled support solutions
Provide hands-on coaching and create technical resources
Improve first-call resolution (FCR), escalation rates, and agent confidence
Enhance support effectiveness and customer outcomes

Requirements

What you’ll need

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