Trainer II | Training- Helpdesk Customer Support for MNC Taguig

Gratitude Inc

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Trainer II | Training- Helpdesk Customer Support for MNC Taguig

2-4 Year(s)

80 - 85 Thousand p.m

Manila (Taguig)

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Job Description

Key Skills

SQL Technical CSAT bpo trainer Helpdesk Customer Support SaaS support JSON/XML

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Job Title: Trainer II | Training- Helpdesk Customer Support

Salary: 80,000 to 85,000

Work location/Set up: Onsite/McKinley

Shift Schedule: TBD

***Former employee of Teleperformance – not eligible for rehire, either directly or through a third party**

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.

•Curriculum Design & Training Material Development

Develop and maintain engaging training content including facilitator guides, agent workbooks, role-play scripts, e-learning modules, and knowledge base articles.

Create scenario-based learning exercises that simulate real support interactions – including billing disputes, ad policy questions, payment failures, and compliance queries.

Build modular training curricula that can be adapted for different audiences including .

•Digital Advertising Knowledge Training

Train agents on the end-to-end advertiser journey: account creation, campaign setup, budget management, ad approval processes, and performance reporting.

Educate agents on key digital advertising concepts such as auction mechanics, quality scores, audience targeting, retargeting, and ad policy enforcement.

•Billing, Payment & Compliance Training

Provide specialized training on handling billing inquiries including failed payments, charge disputes, refund requests, invoice reconciliation, and credit adjustments.

Train agents on compliance-related topics including advertiser verification, identity confirmation, restricted content categories, data privacy regulations (e.g., DGPR, CCPA), and platform terms of service.

Develop decision-tree frameworks and escalation protocols to guide agents in resolving complex billing and compliance cases accurately and confidently.

•CRM, Ticketing & Multi-tasking Proficiency Training

Facilitate hands-on labs to build agent proficiency in ticketing and CRM systems, including ticket creation, categorization, escalation routing, and SLA management.

Train agents on best practices for managing multiple live interactions simultaneously – including concurrent chats, inbound calls, and email queues – without compromising quality or response times.

•Quality Assurance & Performance Coaching

Collaborate with the Quality Assurance team to monitor and evaluate agent performance against defined scoring rubrics for accuracy, tone, resolution, and compliance.

Conduct regular one-on-one coaching sessions with agents to address knowledge gaps, reinforce key behaviors, and recognize strong performance.

Analyze QA scores, CSAT data, and error trend reports to identify recurring training needs and prioritize targeted refresher sessions.

•Reporting, Metrics & Continuous Improvement

Track and report on key training metrics including completion rates, assessment pass rates, time-to-proficiency, and post-training QA scores.

Maintain accurate training records within the LMS or tracking system, ensuring compliance with audit requirements and internal reporting standards.

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.

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?

Are you a former Teleperformance employee? (Not eligible for rehire)

Role

Customer Service Trainer

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-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.