Customer Support Ambassador

Octal Philippines · Pasig City

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The Customer Support Ambassador III role provides advanced technical and functional support for Software solutions company , 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

Requirements

Responsibilities What You'll Do

• Provide advanced technical and functional support for Client 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 product updates, collaborate on support process improvements, and meet established KPIs for response time, resolution rate, and customer satisfaction.

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