Octal Philippines

Technical Customer Support 3

Customer SupportConfirmed live in the last 24 hours

Full-timePasig, Metro Manila, Philippines

About the Job

Requirements

At least 3 years of college education; Business, Information Technology, or a related field is preferred.
2–4 years of technical customer support experience, preferably in a software-as-a-service environment.
Experience with customer relationship management and support tools, including Salesforce, Zendesk, and Jira, and troubleshooting in software-as-a-service environments.
Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
Knowledge of SQL, data coding, and fixes; exposure to Python, SQL, automation workflows, and AI-assisted support tools.

Responsibilities

Provide advanced technical and functional support for company solutions, resolving complex issues such as customer relationship management configurations, product integrations, and software navigation via phone, email, and chat.
Serve as the primary escalation point for customer support concerns, facilitate monthly business reviews for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to resolve issues.
Document customer interactions, resolutions, and escalations while maintaining clear communication and accurate ticket management.
Stay current on product updates, collaborate on support process improvements, and meet established key performance indicators for response time, resolution rate, and customer satisfaction.
Leverage artificial intelligence-powered tools, knowledge assistants, and automation solutions to improve troubleshooting efficiency, accuracy, and customer support experience.
Use scripts, queries such as SQL, and automation tools to streamline repetitive support tasks, resolve issues, and identify workflow automation opportunities.
Contribute to artificial intelligence knowledge bases and solution documentation, and test and adopt new artificial intelligence-driven support capabilities while complying with company artificial intelligence governance guidelines.

Desired Qualifications

Experience in a software-as-a-service environment.
Business, Information Technology, or a related field of study.
Exposure to Python, SQL, automation workflows, and AI-assisted support tools.

Technical Customer Support III (Coding / Scripting / AI Experience)

Octal Philippines Inc. · Pasig City, Philippines (Hybrid) · Full-time · Posted 2026-10-26

Salary: unknown currency 650,000–1,040,000

Workplace: hybrid

Description

The Technical Customer Support III role provides advanced technical and functional support for the company software solutions, troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction. This role also supports AI-driven and automation initiatives by leveraging tools and emerging technologies to enhance operational efficiency and customer experience.

Provide advanced technical and functional support for the company's solutions, resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.
Serve as the primary escalation point for customer support concerns, facilitate MBRs for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.
Document customer interactions, resolutions, and escalations while ensuring clear communication and accurate ticket management.
Stay current on the company's product updates, collaborate on support process improvements, and meet established 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 efficiency, accuracy, and overall customer support experience.
Utilize scripts, queries (e.g., SQL), and automation tools to streamline repetitive support tasks, support issue resolution, and identify opportunities for workflow automation.
Contribute to AI knowledge bases, solution documentation, and the testing/adoption of new AI-driven support capabilities while ensuring compliance with company AI governance guidelines.

Requirements

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, with 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.

Work Schedule & Setup

Must be willing to work onsite during the first 90 days of training.
Hybrid setup begins on the 4th month, with two onsite days per week.
Supports US business operations – Fixed graveyard shift schedule with night differential pay.

Benefits

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.

Apply

Apply at Octal Philippines Inc.

About the Company

Octal Philippines

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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