Frontline Customer Support – Technical Coach

Octal Technical Solutions

. Mentor and develop Technical Coaches and Customer Support Specialists .

Posted 10/27/2026full-timeManila City • PhilippinesJuniorMid-Level💰 ₱80,000 - ₱100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical coaching and support, focusing on performance improvement, process enhancement, and the adoption of AI-enabled solutions. Proven ability to mentor teams and drive metrics such as first-call resolution and escalation reduction.

Highest-signal resume keywords

Technical CoachingPerformance ImprovementAI ToolsSaaS SupportCoaching Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportProcess ImprovementTroubleshootingPythonAutomationScriptingComplex Product SupportMetric-Driven PerformanceFirst-Call ResolutionEscalation Reduction

Soft Skills

MentoringTrainingLeadershipCommunicationAgent Confidence Building

Tools & Technologies

OneSiteAccounting ToolsCRM ToolsAI-Enabled Support Solutions

Certifications & Qualifications

Bachelor’s Degree in ITLearn2Lead CertificationLead2Succeed CertificationRealPage Product CertificationsCoaching Certification

Industry Keywords

SaaSERPProperty TechTechnical SupportCustomer Support

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Mentor and develop Technical Coaches and Customer Support Specialists
Provide advanced coaching, training, and troubleshooting support to frontline agents
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, agent confidence, and customer outcomes
Serve as a senior individual contributor through technical expertise, coaching excellence, and operational performance improvement

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