Trainer II – Helpdesk Customer Support

Location: McKinley, Philippines (Onsite)
Schedule: To Be Determined

We're looking for an experienced Trainer II to design and deliver training programs for Customer Support teams supporting digital advertising products. The ideal candidate has a strong background in technical support, digital advertising, and adult learning.

Key Requirements
Bachelor's degree in Computer Science, Information Systems, Software Engineering, or a related field
2–4 years of experience in technical/product support, AdTech, SaaS, or BPO environments
Experience delivering training for customer or technical support teams
Strong knowledge of digital advertising platforms, campaign management, and customer support processes
Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, Freshdesk)
Strong SQL skills for data analysis and reporting
Familiarity with APIs, webhooks, SDKs, JSON/XML, and conversion tracking
Excellent presentation, coaching, and communication skills
Former employees of Teleperformance are not eligible for this role

Key Responsibilities
Design and facilitate onboarding and technical training for new hires
Develop training materials, e-learning content, and knowledge resources
Deliver training on digital advertising products, billing, compliance, and customer support processes
Coach agents through nesting, quality improvement, and performance development
Partner with Quality and Operations teams to identify training needs
Track training effectiveness and continuously improve learning programs