Trainer |Helpdesk Customer Support

Gratitude Philippines; Benguet; On-site; PHP 500,000 - 750,000; Full time

Job summary

Gratitude Philippines is seeking a Technical Trainer to design and deliver training programs for Helpdesk Customer Support teams. The role emphasizes backend expertise in APIs, SQL, and digital advertising tech, with a focus on developing people and improving performance.

The position is 100% onsite in Taguig, requiring ILT/vILT sessions, materials development, and hands-on workshops. Collaboration with Product, Engineering, and Operations will support new product rollouts.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 2–4 years of experience in technical training within a BPO or SaaS environment.
• 2–4 years of experience in backend product support, technical support, or API integrations.
• Strong knowledge of SQL, REST APIs, JSON/XML, SDKs, webhooks, and troubleshooting.
• Experience with Ads Manager platforms, conversion tracking, and marketing analytics is highly preferred.
• Excellent communication, presentation, and facilitation skills.

Responsibilities

• Design and deliver technical training programs (ILT, vILT, and hands-on workshops).
• Develop training materials, assessments, and learning resources.
• Train teams on SQL, REST APIs, JSON/XML, SDKs, webhooks, server-side tracking, and troubleshooting.
• Deliver training on Ads Manager platforms, conversion tracking, attribution models, and marketing analytics.
• Evaluate learner performance and continuously improve training effectiveness.
• Partner with Product, Engineering, and Operations teams to support new product and process rollouts.

Skills

SQL

REST APIs

JSON/XML

SDKs

Webhooks

Troubleshooting

Ads Manager platforms

Conversion tracking

Marketing analytics

Communication

Presentation

Facilitation

Education

Bachelor's degree in Computer Science / IT / Software Engineering

Job description

Trainer – Helpdesk Customer Support (Technical)

Location: McKinley, Taguig (Onsite)
Work Setup: 100% Onsite
Shift: TBD

About the Role

We are seeking a Technical Trainer to design and deliver engaging training programs for Helpdesk Customer Support teams. The ideal candidate has strong technical expertise in backend support, APIs, SQL, and digital advertising technologies, with a passion for developing people and driving performance.

Key Responsibilities

• Design and deliver technical training programs (ILT, vILT, and hands-on workshops).


• Develop training materials, assessments, and learning resources.


• Train teams on SQL, REST APIs, JSON/XML, SDKs, webhooks, server-side tracking, and troubleshooting.


• Deliver training on Ads Manager platforms, conversion tracking, attribution models, and marketing analytics.


• Evaluate learner performance and continuously improve training effectiveness.


• Partner with Product, Engineering, and Operations teams to support new product and process rollouts.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.


• 2–4 years of experience in technical training within a BPO or SaaS environment.


• 2–4 years of experience in backend product support, technical support, or API integrations.


• Strong knowledge of SQL, REST APIs, JSON/XML, SDKs, webhooks, and troubleshooting.


• Experience with Ads Manager platforms, conversion tracking, and marketing analytics is highly preferred.


• Excellent communication, presentation, and facilitation skills.

Recruitment Process

• Recruitment Interview


• Assessment


• Hiring Manager Interview