Trainer |Helpdesk Customer Support

Gratitude Inc

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1 month ago

Trainer |Helpdesk Customer Support

2-4 Year(s)

30 - 35 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Technical bpo trainer trainer chat, email, and ticket based support environments

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This Trainer role for the Helpdesk Customer Support account in McKinley focuses on bridging the gap between complex Ad Tech engineering and operational execution. You will be responsible for turning technical concepts like API debugging and attribution modeling into actionable learning paths for support teams.

1. Core Role & Strategic Impact

As a technical instructor, you facilitate the onboarding and continuous development of engineers and support specialists. Your goal is to decrease "time-to-proficiency" by equipping teams with the high-level technical skills needed to triage server-side tracking issues and SQL-based data discrepancies.

2. Key Responsibilities

Curriculum & Content Design

Technical Translation: Convert complex API references, SDK guides, and architecture diagrams into accessible slide decks and e-learning modules.
Role-Based Paths: Build tailored learning journeys for technical engineers, account managers, and client solution teams.
Content Maintenance: Continuously update materials to reflect rapid platform releases and evolving Ad Tech standards.

Technical Instruction & Facilitation

Hands-on Labs: Lead workshops on SQL analysis, webhooks, and JSON/XML payload debugging.
Onboarding Bootcamps: Facilitate intensive training for new hires covering full-stack product architecture and backend workflows.
Advanced Analytics: Present clear instructions on attribution models, data pipeline logic, and multi-touch conversion paths.

Support Enablement & Troubleshooting

Diagnostic Tools: Create troubleshooting frameworks and decision trees for common issues like pixel misfires and tag failures.
SQL Mastery: Develop exercises to strengthen data querying and reporting skills across the support organization.
Product Liaison: Partner with Engineering to translate new technical capabilities into immediate training content.

Assessment & Collaboration

Performance Metrics: Design certification exams and maintain a dashboard tracking completion rates and post-training performance.
SME Resource: Act as the Subject Matter Expert for internal teams and support client-facing technical onboarding for enterprise accounts.

3. Qualifications & Requirements

Education: Bachelor’s degree in Computer Science, Software Engineering, or a related technical field.
Dual Experience: 2–4 years in Technical Support/Ad Tech AND 2–4 years in Training/Adult Learning (BPO/SaaS preferred).

Technical Skill Set

SQL & Data: High expertise in querying, debugging, and reporting.
Development Tools: Proficient with RESTful APIs, SDKs, Postman, and browser developer tools.
Ad Tech Domain: Deep knowledge of conversion tracking, attribution models (last-click, linear, etc.), and Ads Manager platforms (Meta, Google, TikTok).

4. Employment Details

Salary: 30,000 – 35,000 PHP.
Location: Onsite at McKinley.
Shift: TBD.

Willing to Start Immediately

Role

Chat Support Executive

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

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