Technical Customer Support III – Coding, Scripting, AI Experience

Octal Technical Solutions

. Provide advanced technical and functional support for company software solutions via phone, email, and chat.

Posted 10/27/2026full-timePasig City • PhilippinesJuniorMid-Level💰 ₱650,000 - ₱1,040,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer support, particularly within SaaS environments, with a strong focus on CRM configurations, troubleshooting, and automation solutions. Proficient in leveraging AI tools and SQL for effective issue resolution and process improvement.

Highest-signal resume keywords

Technical Customer Support ExperienceCRM Configuration ExpertiseSQL ProficiencyAutomation Workflow KnowledgeAI-Assisted Support Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLCRM ToolsTroubleshootingAutomation WorkflowsData CodingProduct IntegrationTechnical SupportSaaS Environment ExperienceDocumentationKPI Management

Soft Skills

Problem-SolvingCommunicationMultitasking

Tools & Technologies

SalesforceZendeskJiraMicrosoft OfficeAI-Powered Tools

Industry Keywords

Customer SupportSaaSAI GovernanceWorkflow AutomationPerformance Metrics

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Provide advanced technical and functional support for company software solutions via phone, email, and chat.
Resolve complex issues involving CRM configurations, product integrations, and software navigation.
Serve as the primary escalation point for customer support concerns.
Facilitate MBRs for PMCs.
Coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.
Document customer interactions, resolutions, and escalations while maintaining accurate tickets.
Stay current on product updates and collaborate on support process improvements.
Meet 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 and customer support.
Use scripts, SQL queries, and automation tools to streamline repetitive tasks and resolve issues.
Identify opportunities for workflow automation.
Contribute to AI knowledge bases and solution documentation.
Test and adopt new AI-driven support capabilities in compliance with company AI governance guidelines.

Requirements

What you’ll need

Minimum of 3 years of college education, preferably in Business, IT, or a related field.
2–4 years of technical customer support experience, preferably in a SaaS environment.
Strong problem-solving, communication, and multitasking skills.
Experience with CRM and support tools (Salesforce, Zendesk, Jira) and troubleshooting in SaaS environments.
Proficient in Microsoft Office (Word, Excel, PowerPoint).
Knowledge of SQL and data coding and fixes.
Exposure to Python, SQL, automation workflows, and AI-assisted support tools.
Must be willing to work onsite during the first 90 days of training.
Supports US business operations and requires a fixed graveyard shift schedule.

Benefits

Comp & perks

Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
Health and Life Insurance
Standard Leave (Emergency, Sick, and Vacation)
Enjoy complimentary meals while you’re in the office.
Day 1 HMO coverage with up to two FREE dependents.
Retirement savings plan.
Night differential pay