Customer Support Technical Coach II
Job Location:
Cebu City - Philippines
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Overview
The Technical Coach II at RealPage Inc. serves as a senior individual contributor responsible for mentoring and developing Technical Coached and Customer Support Specialist ensuring they deliver exceptional technical assistance to customers. This role combines deep technical expertise coaching excellence operational performance improvement and AI-enabled innovation to enhance support effectiveness and customer outcomes. The ideal candidate will have a strong background in RealPage software solutions excellent communication skills and a passion for fostering growth in others.
The Technical Coach II acts as a senior subject matter expert for complex RealPage products and provides advanced coaching training and troubleshooting support to frontline agents while mentoring Technical Coaches through influence and expertise. The role drives technical capability building escalation reduction process improvement and adoption of AI-enabled support solutions. By providing hands-on coaching and creating technical resources the Technical Coach directly impacts first-call resolution (FCR) escalation rates and agent confidence.
Responsibilities
PRIMARY RESPONSIBILITIES
Technical Support Leadership
Provide advanced technical coaching to frontline Customer Support agents.
- Conduct 1:1 and group coaching sessions focused on: Technical troubleshooting depth
First Contact Resolution (FCR)
Average Handle Time (AHT)
Customer Experience (CX/CSAT)
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.
Complex Product Support Enablement
Act as a subject matter expert for complex RealPage products (e.g. OneSite Knock Accounting)
Drive advanced troubleshooting capability building across teams
Partner with Tier 2/3 Product and Engineering to:
o Resolve recurring issues
o Improve knowledge base and documentation
Lead deep-dive sessions and case reviews for high-complexity scenarios
Technical Enablement Strategy Execution
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
AI Automation & Innovation
Drive adoption of AI-enabled support capabilities:
Develop and implement AI-driven solutions (e.g. copilots automation scripts)
Perform basic to intermediate coding/scripting (e.g. SQL Python automation tools)
Design and build agentic AI workflows to:
o Automate repetitive troubleshooting steps
o Enhance knowledge retrieval
o 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
Training & Continuous Learning
Support onboarding nesting and upskilling of agents and Technical Coaches
Ensure product certification coverage across teams
Develop:
o Microlearning modules
o Quick reference guides
o AI-assisted training materials
Measure and improve training effectiveness scores
Qualifications
QUALIFICATIONS
Required:
Bachelors degree in IT Business or related field (or equivalent experience)
2 years in technical support (SaaS ERP or property tech preferred)
Experience supporting complex products (e.g. OneSite Accounting CRM tools)
Minimum 2 years experience as Technical Coach or equivalent role
Experience in Phyton AI tools automation or scripting
Preferred
Certification in Learn2Lead / Lead2Succeed
RealPage product certifications (multiple modules)
Coaching Certification
Proven experience in performance coaching in a metrics-driven environment
1 year in coaching training or leadership role
Work Environment
Fast-paced customer-focused support environment.
Hybrid work setup
Occasional overtime or on-call support during critical periods.
KNOWLEDGE/SKILLS/ABILITIES
Required:
Technical Skills:
Strong proficiency in RealPage platforms (OneSite Knock Accounting etc.)
Advanced troubleshooting in SaaS environments
Working knowledge of:
o SQL / data analysis
o Ticketing systems (Salesforce Zendesk JIRA)
Basic to intermediate Phyton coding/scripting skills
Experience with AI tools and automation platforms
Coaching & Analytical Skills
Ability to integrate technical coaching with performance coaching
Strong data interpretation and KPI management skills
Skilled in developing actionable improvement plans
Ability to lead high-impact coaching conversations
About Company
RealPage property management software provides advanced data analytics to help users efficiently manage rental properties and real estate.
