Trainer II: Tech Support & Digital Ads Training

Gratitude Philippines; Manila; On-site; PHP 400,000 - 500,000; Full time

Job summary

Gratitude Philippines in Manila seeks a Trainer II to deliver onboarding, product, and technical training for customer support teams. You will design engaging materials and facilitate sessions across BPO training, digital advertising, and API integrations.

The role requires hands-on experience with CRM platforms such as Salesforce, Zendesk, or Freshdesk, and a passion for developing high-performing support professionals through analytics-driven coaching.

Qualifications

• Experience in delivering onboarding and product training for customer support agents.
• Ability to create and maintain trainer guides, e-learning modules, and knowledge bases.
• Training on digital advertising concepts, campaign management, ad policies, billing and compliance.
• Familiarity with CRM and ticketing platforms like Salesforce, Zendesk, or Freshdesk.
• Hands-on training for APIs, server-side events, webhooks, SDKs, and technical troubleshooting.

Responsibilities

• Deliver new hire onboarding and product training for customer and technical support agents.
• Develop and maintain training materials, facilitator guides, e-learning modules, and knowledge base content.
• Train agents on digital advertising concepts, campaign management, ad policies, billing, and compliance.
• Conduct training on CRM and ticketing platforms, including Salesforce, Zendesk, Freshdesk, or similar tools.
• Facilitate hands-on training for APIs, server-side event tracking, webhooks, SDKs, and technical troubleshooting.
• Coach agents on communication, customer handling, and problem-solving skills through simulations and live feedback.
• Partner with Quality Assurance to identify performance gaps and conduct targeted coaching and refresher training.
• Monitor training effectiveness through assessments, QA scores, CSAT, and learning analytics.
• Maintain training records and recommend continuous improvements to learning programs and processes.

Skills

BPO Training

Instructional Design

Technical Support

Digital Advertising

Ads Manager

API Integrations

CRM platforms

Tools

Salesforce

Zendesk

Freshdesk

Job description

Gratitude Philippines in Manila seeks a Trainer II to deliver onboarding, product, and technical training for customer support teams. You will design engaging materials and facilitate sessions across BPO training, digital advertising, and API integrations.

The role requires hands-on experience with CRM platforms such as Salesforce, Zendesk, or Freshdesk, and a passion for developing high-performing support professionals through analytics-driven coaching.