Trainer II | Training- Helpdesk Customer Support

Gratitude Inc

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4 weeks ago

Trainer II | Training- Helpdesk Customer Support

2-4 Year(s)

Manila

Job Description

Key Skills

MS SQL Server SQL CSAT bpo trainer SaaS support JSON/XML

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Roles & Responsibilities

•New Hire Onboarding & Orientation Training

Design and facilitate comprehensive onboarding programs for newly hired customer and technical support agents, covering company culture, tools, workflows, and core product knowledge.

Introduce agents to digital advertising fundamentals including campaign, structures, ad formats, bidding systems, targeting options, and key performance metrics (CTR, CPC, CPM, ROAS).

Conduct product walkthroughs on ticketing and CRM platforms (e.g., Salesforce, Zendesk, Freshdesk) to ensure agents are proficient from day one.

Oversee nesting periods and early performance monitoring, providing real-time coaching and feedback to build agent confidence during go-live transitions.

Qualifications :

•Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related technical field.
•2 – 4 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).
•Strong SQL expertise for data analysis, debugging, and reporting tasks.
•Proficiency with APIs, server-side event tracking, webhooks, SDK implementation.
•Experience in Ads Manager or similar platforms.
•Ability to read and debug API payloads (JSON/XML) and understand API documentation.
•High expertise in understanding conversion tracking, attribution models, and marketing analytics.

Shift Schedule: TBD

Role

Customer Service Executive -Technical

Timings

Day Shift (Permanent)

Industry

Advertising / PR / MR / Events

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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