- Pasig, Philippines
- Senior
- 2+ years
Senior individual contributor responsible for mentoring and developing Technical Coaches and Customer Support Specialists to deliver exceptional technical assistance.
Responsibilities
- 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
- Create technical resources to impact first-call resolution, escalation rates, and agent confidence
Requirements
- Bachelor’s degree in IT, Business, or related field (or equivalent experience)
- Nice to have: Python
- Nice to have: AI tools
- Nice to have: automation
- Nice to have: scripting