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Octal Philippines

Technical Coach - Coaching Capabilities

Corporate & Technical TrainingPosted on Nov 9
Full-timePasig, Metro Manila, Philippines$50k - $90k

About the Job

Requirements

  • A bachelor's degree in IT, Business, or a related field, or equivalent experience.
  • At least 2 years of experience in technical support, preferably in SaaS, ERP, or property technology.
  • Experience supporting complex products such as OneSite, Accounting, or CRM tools.
  • At least 2 years of experience as a Technical Coach or in an equivalent role.
  • Experience with Python, AI tools, automation, or scripting.
  • Strong proficiency in RealPage platforms such as OneSite, Knock, and Accounting.
  • Advanced troubleshooting skills in SaaS environments.
  • Working knowledge of SQL and data analysis.
  • Working knowledge of ticketing systems such as Salesforce, Zendesk, and JIRA.
  • Basic to intermediate Python coding or scripting skills.
  • Experience with AI tools and automation platforms.
  • Ability to integrate technical coaching with performance coaching.
  • Strong data interpretation and KPI management skills.
  • Skill in developing actionable improvement plans.
  • Ability to lead high-impact coaching conversations.

Responsibilities

  • Provide advanced technical coaching to frontline Customer Support agents.
  • Conduct one-to-one and group coaching sessions focused on technical troubleshooting depth, First Contact Resolution (FCR), Average Handle Time (AHT), Customer Experience (CX/CSAT), and resolution quality.
  • Mentor and support Technical Coaches to improve coaching effectiveness and knowledge transfer.
  • Coach agents handling complex product issues, integrations, accounting errors, and configuration challenges.
  • Conduct in-depth technical reviews and case-based learning sessions.
  • Act as a subject matter expert for complex RealPage products such as OneSite, Knock, and Accounting.
  • Build advanced troubleshooting capability across teams.
  • Partner with Tier 2/3, Product, and Engineering teams to resolve recurring issues and improve the knowledge base and documentation.
  • Lead in-depth sessions and case reviews for high-complexity scenarios.
  • Identify skill gaps across agents and Technical Coaches.
  • Design and implement targeted technical learning paths.
  • Ensure consistent adoption of best practices and troubleshooting frameworks.
  • Facilitate advanced technical training sessions.
  • Drive adoption of AI-enabled support capabilities.
  • Develop and implement AI-driven solutions such as copilots and automation scripts.
  • Perform basic to intermediate coding and scripting, including SQL, Python, and automation tools.
  • Design and build agentic AI workflows to automate repetitive troubleshooting, enhance knowledge retrieval, and improve agent productivity.
  • Partner with internal teams to integrate AI into support operations.
  • Train Technical Coaches and agents on AI tool usage and best practices.
  • Support onboarding, nesting, and upskilling of agents and Technical Coaches.
  • Ensure product certification coverage across teams.
  • Develop microlearning modules, quick reference guides, and AI-assisted training materials.
  • Measure and improve training effectiveness scores.

Desired Qualifications

  • Certification in Learn2Lead or Lead2Succeed.
  • RealPage product certifications across multiple modules.
  • Coaching certification.
  • Proven experience in performance coaching in a metric-driven environment.
  • At least 1 year of experience in a coaching, training, or leadership role.

About the Company

Octal Philippines

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