Trainer II | Training- Helpdesk Customer Support

Gratitude Inc

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11 hours ago

Trainer II | Training- Helpdesk Customer Support

2-4 Year(s)

75 - 80 Thousand p.m

Manila (Taguig)

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

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.
Oversee nesting periods and early performance monitoring, providing real-time coaching and feedback to build agent confidence during go-live transitions.

Qualifications : Kindly Send Your CV to janegiathi69@gmail.com
•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.

Role

Any Other

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

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Jane Wambui

Recruiter - Gratitude Inc

NA, kenya

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