Trainer II | Training- Helpdesk Customer Support

Gratitude Inc

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1 month ago

Trainer II | Training- Helpdesk Customer Support

2-4 Year(s)

Manila

Job Description

Key Skills

SQL Technical CSAT bpo trainer .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

The Trainer II is responsible for onboarding, training, coaching, and developing Helpdesk Customer Support agents, with a strong focus on digital advertising, billing, compliance, CRM systems, and customer service excellence. The role involves designing and delivering training programs, creating learning materials, conducting performance coaching, and ensuring agents are equipped to handle customer inquiries effectively across multiple channels.

Key responsibilities include facilitating new hire onboarding, developing training curricula, delivering digital advertising and billing/compliance training, improving CRM and ticketing proficiency, enhancing communication and customer handling skills, supporting quality assurance initiatives, and tracking training effectiveness through performance metrics and reporting.

Key Requirements

Bachelor's degree in Computer Science, Information Systems, Software Engineering, or related field.
2–4 years of experience in technical support, ad-tech support, SaaS support, or BPO operations.
Strong SQL and data analysis skills.
Experience with APIs, webhooks, SDKs, JSON/XML payloads, and technical troubleshooting.
Knowledge of Ads Manager platforms, digital advertising, campaign management, and marketing analytics.
Strong communication, training delivery, coaching, and curriculum development abilities.
Experience working with CRM and ticketing systems such as Salesforce, Zendesk, or Freshdesk.

Core Competencies

Training & Facilitation
Curriculum Development
Digital Advertising Knowledge
Technical Support & Troubleshooting
Quality Assurance & Coaching
Customer Service Excellence
Data Analysis & Reporting
CRM & Ticketing Systems
Compliance & Policy Training
Stakeholder Management

This role is best suited for a technical trainer who can bridge the gap between complex advertising technology concepts and frontline customer support operations while driving agent performance and service quality.

Role

IT Support

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

IT Software/Hardware

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.

Immaculate Obiajulu

Recruiter - Gratitude Inc

NA, nigeria

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