Trainer II |Helpdesk Customer Support (McKinley)

Gratitude Inc

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3 weeks ago

Trainer II |Helpdesk Customer Support (McKinley)

2-5 Year(s)

₱ 80 - ₱ 85K p.m

Manila (Taguig)

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Job Description

Key Skills

SQL Technical Training CSAT bpo trainer SaaS support JSON/XML

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Role Overview

An experienced Ad Tech & Technical Support Trainer (2–4 years of experience) specializing in backend product support, ad tech engineering, and API integrations. This role bridges the gap between complex digital advertising mechanics and frontline support execution, designing end-to-end training curricula for customer and technical support agents.

Core Responsibilities

Onboarding & Curriculum Design: Create and deliver comprehensive training programs, facilitator guides, and role-play simulations covering company culture, CRM/ticketing platforms (Salesforce, Zendesk), and nesting periods.
Ad Tech & Billing Expertise: Train agents on campaign structures, auction mechanics, bidding systems, and key metrics ( $CTR$ , $CPC$ , $ROAS$ ). Manage training for complex billing disputes, compliance (GDPR/CCPA), and ad policy enforcement.
Technical Proficiency: Deliver hands-on labs for SQL debugging, API payloads (JSON/XML), server-side tracking, webhooks, and conversion tracking attribution models.
Coaching & Quality Assurance: Partner with QA teams to analyze CSAT trends, conduct 1-on-1 performance coaching, and deliver targeted refresher training to improve handle times and SLA adherence.

Qualifications

Education: Bachelor’s degree in Computer Science, Software Engineering, or Information Systems.
Skills: SQL expertise, API documentation debugging, and Ads Manager proficiency.

Role

Customer Service Trainer

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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