Trainer ll Training Help Desk Customer Support

Gratitude Inc

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22 hours ago

Trainer ll Training Help Desk Customer Support

2-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

Technical support google ads bpo trainer training skills .Trainer IT Help Desk Techinican • Recent Sales Experience in a SaaS environment SQL, APIs, and Digital Advertising. SaaS support

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Job Title: Trainer II | Training- Helpdesk Customer Support
Salary:
Work location/Set up: Onsite/McKinley
Shift Schedule: TBD

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.

•Curriculum Design & Training Material Development

Regularly review and refresh training materials to reflect updates in platform policies, digital advertising products, and billing systems, and CRM tools.

•Digital Advertising Knowledge Training

oKeep training content current with evolving digital advertising trends, platform algorithm changes, and industry best practices.

•Billing, Payment & Compliance Training
Provide specialized training on handling billing inquiries including failed

•CRM, Ticketing & Multi-tasking Proficiency Training
Facilitate hands-on labs to build agent proficiency in ticketing and CRM systemsn CRM platforms to help agents work efficiently under high-volume conditions.
•Communication Skills & Customer Handling Training
Deliver targeted training on written and verbal communication standards,
•Quality Assurance & Performance Coaching
g training needs and prioritize targeted refresher sessions.
Deliver post-training assessments and knowledge checks to validate learning transfer and readiness for live support environments.

•Reporting, Metrics & Continuous Improvement
Track and report on key training metrics including completion rates,

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.

Pre-Screening Notes
Educational Attainment:
Years of Trainer experience in a BPO setting:
Years of Technical Support / Technical Experience:
Do you have experience with APIs, server-side event tracking, webhooks, and SDK implementation?
Do you have experience with Ads Manager platforms (Meta Business Suite, Google Ads, TikTok Ads, etc.)?
Current Position:
Last Drawn Salary:
Expected Salary:
Notice Period / Earliest Start Date:
Are you amenable to work onsite in McKinley, Taguig?

Role

Any Other

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

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