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Octal Philippines

Technical Coach - Coaching Capabilities

Corporate & Technical TrainingPosted on Nov 11
Full-timePasig, Metro Manila, Philippines$50k - $90k

About the Job

Requirements

  • A bachelor's degree in Information Technology, Business, or a related field, or equivalent experience.
  • At least 2 years of experience in technical support; experience in SaaS, ERP, or property technology is preferred.
  • 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, including OneSite, Knock, and Accounting.
  • Advanced troubleshooting skills in SaaS environments.
  • Working knowledge of SQL, data analysis, and 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 key performance indicator (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-on-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 deep-dive technical reviews and case-based learning sessions.
  • Act as a subject matter expert for complex RealPage products, including OneSite, Knock, and Accounting.
  • Drive advanced troubleshooting capability building across teams.
  • Partner with Tier 2/3, Product, and Engineering to resolve recurring issues and improve the knowledge base and documentation.
  • Lead deep-dive 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 steps, 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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