Trainer II | Training- Helpdesk Customer Support

Gratitude Inc

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4 hours ago

Trainer II | Training- Helpdesk Customer Support

2-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

SQL API and user interface

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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.

•Curriculum Design & Training Material Development

•Digital Advertising Knowledge Training

•Billing, Payment & Compliance Training

•CRM, Ticketing & Multi-tasking Proficiency Training

•Develop SOPs and quick-reference guides for common CRM workflows to reduce handle time and improve first-contact resolution rates.

•Communication Skills & Customer Handling Training

•Quality Assurance & Performance Coaching

•Reporting, Metrics & Continuous Improvement

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

KIndly provide an answer to the post screening questions in the comment area

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

Customer Service Executive -Technical

Timings

Flexible (Permanent)

Industry

IT-Software / Software Services

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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.

Adeola Shobukola

Recruiter - Gratitude Inc

NA, nigeria

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