Trainer II | Training- Helpdesk Customer Support

Gratitude Inc

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22 hours ago

Trainer II | Training- Helpdesk Customer Support

2-4 Year(s)

80 - 85 Thousand p.m

Manila (Taguig)

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Job Description

Key Skills

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

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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.

•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.

•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..

•Billing, Payment & Compliance Training

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

•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.

•Communication Skills & Customer Handling Training

Deliver targeted training on written and verbal communication standards, including professional tone, empathy, active listening, and e-escalation techniques.

•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.

•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.

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.

•High expertise in understanding conversion tracking, attribution models, and marketing analytics.

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

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.

Celine Okoro

Recruiter - Gratitude Inc

NA, nigeria

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