Trainer II - Helpdesk Customer Support
Full-time
Gratitude Inc
Location: McKinley, Philippines (Onsite)
Schedule: To Be Determined
Bachelor's degree in Computer Science, Information Systems, Software Engineering, or a related field
2–4 years of experience in technical/product support, AdTech, SaaS, or BPO environments
Experience delivering training for customer or technical support teams
Strong knowledge of digital advertising platforms, campaign management, and customer support processes
Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, Freshdesk)
Strong SQL skills for data analysis and reporting
Familiarity with APIs, webhooks, SDKs, JSON/XML, and conversion tracking
Excellent presentation, coaching, and communication skills
Former employees of Teleperformance are not eligible for this role
Key Responsibilities
Design and facilitate onboarding and technical training for new hires
Develop training materials, e-learning content, and knowledge resources
Deliver training on digital advertising products, billing, compliance, and customer support processes
Coach agents through nesting, quality improvement, and performance development
Partner with Quality and Operations teams to identify training needs
Track training effectiveness and continuously improve learning programs
Vacancy posted 22 hours ago
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