Now Hiring: Trainer II– Helpdesk Customer Support

Gratitude Inc

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11 hours ago

Now Hiring: Trainer II– Helpdesk Customer Support

2-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

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

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We are seeking a Trainer II with experience in BPO Training, Technical Support, and Digital Advertising to deliver engaging onboarding, product, and technical training programs for customer support teams. The ideal candidate has expertise in instructional design, technical support, CRM platforms, Ads Manager, and API integrations, with a passion for developing high-performing support professionals.

Responsibilities

Deliver new hire onboarding and product training for customer and technical support agents.
Develop and maintain training materials, facilitator guides, e-learning modules, and knowledge base content.
Train agents on digital advertising concepts, campaign management, ad policies, billing, and compliance.
Conduct training on CRM and ticketing platforms, including Salesforce, Zendesk, Freshdesk, or similar tools.
Facilitate hands-on training for APIs, server-side event tracking, webhooks, SDKs, and technical troubleshooting.
Coach agents on communication, customer handling, and problem-solving skills through simulations and live feedback.
Partner with Quality Assurance to identify performance gaps and conduct targeted coaching and refresher training.
Monitor training effectiveness through assessments, QA scores, CSAT, and learning analytics.
Maintain training records and recommend continuous improvements to learning programs and processes.

Work Schedule

Shift: TBD
Work Set-up: Full Onsite – McKinley, Taguig
Start Date: ASAP

If you have experience in BPO Training, Technical Support, Digital Advertising, SQL, API Integrations, Ads Manager, and Instructional Design, we'd love to hear from you.

Apply today by submitting your updated CV. Shortlisted candidates will be contacted for the next steps in the recruitment process.

Role

Account Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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