Trainer II | Training- Helpdesk Customer Support

Gratitude Inc

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2 days ago

Trainer II | Training- Helpdesk Customer Support

2-4 Year(s)

₱ 80 - ₱ 85K p.m

Manila (Taguig)

Job Description

Key Skills

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

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Technical Trainer (Ad Tech Support) – Role Summary

The Technical Trainer is responsible for designing and delivering onboarding and continuous training programs for customer and technical support agents within ad tech environments. The role ensures agents gain strong knowledge of digital advertising concepts, CRM tools, billing processes, and compliance standards to deliver high-quality support.

Key responsibilities include conducting new hire onboarding, facilitating training on advertising fundamentals such as campaign setup, bidding models, targeting, and performance metrics, and providing hands-on training in CRM and ticketing platforms like Salesforce or Zendesk. The trainer develops engaging learning materials, including simulations and role-play scenarios, and adapts content for different audiences.

The role also covers training on billing processes, compliance requirements, and advertiser workflows, ensuring agents can accurately handle issues like payment failures, policy violations, and account suspensions. Additionally, the trainer enhances communication and customer-handling skills through coaching and live simulations.

Performance management is critical, involving collaboration with QA teams, analyzing metrics such as CSAT and QA scores, and conducting coaching sessions to address skill gaps. The trainer tracks training effectiveness, maintains records, and drives continuous improvement initiatives.

Candidates should have a relevant degree, 2–4 years of experience in ad tech or technical support, strong SQL and API knowledge, and excellent communication and analytical skills.

Role

Trainer/ Faculty

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

IT Software/Hardware

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