Trainer II | Training- Helpdesk Customer Support
Gratitude IncTrainer II | Training- Helpdesk Customer Support
Job Description
Key Skills
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Job Title: Trainer II | Training- Helpdesk Customer Support
Salary: 80,000 to 85,000
Work location/Set up: Onsite/McKinley
Shift Schedule: TBD
The Trainer II is responsible for onboarding, training, coaching, and developing Helpdesk Customer Support agents, with a strong focus on digital advertising, billing, compliance, CRM systems, and customer service excellence. The role involves designing and delivering training programs, creating learning materials, conducting performance coaching, and ensuring agents are equipped to handle customer inquiries effectively across multiple channels.
Key responsibilities include facilitating new hire onboarding, developing training curricula, delivering digital advertising and billing/compliance training, improving CRM and ticketing proficiency, enhancing communication and customer handling skills, supporting quality assurance initiatives, and tracking training effectiveness through performance metrics and reporting.
Key Requirements
Bachelor's degree in Computer Science, Information Systems, Software Engineering, or related field.
2–4 years of experience in technical support, ad-tech support, SaaS support, or BPO operations.
Strong SQL and data analysis skills.
Experience with APIs, webhooks, SDKs, JSON/XML payloads, and technical troubleshooting.
Knowledge of Ads Manager platforms, digital advertising, campaign management, and marketing analytics.
Strong communication, training delivery, coaching, and curriculum development abilities.
Experience working with CRM and ticketing systems such as Salesforce, Zendesk, or Freshdesk.
Core Competencies
Training & Facilitation
Curriculum Development
Digital Advertising Knowledge
Technical Support & Troubleshooting
Quality Assurance & Coaching
Customer Service Excellence
Data Analysis & Reporting
CRM & Ticketing Systems
Compliance & Policy Training
Stakeholder Management
This role is best suited for a technical trainer who can bridge the gap between complex advertising technology concepts and frontline customer support operations while driving agent performance and service quality.
Role
IT Support
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
IT Software/Hardware
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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