Trainer II | Training – Helpdesk Customer Support

Gratitude Philippines; Manila; On-site; PHP 893,000 - 949,000; Full time

Job summary

Gratitude Philippines seeks an experienced Trainer II to lead onboarding, product, technical, customer service, and compliance training for Helpdesk Customer Support teams. The role emphasizes BPO training, ads-tech support, and CRM platforms, with a focus on coaching and performance improvement.

The trainer will design modules, conduct sessions, and coach agents on sales, billing, and policy compliance. Onsite operations in Taguig require strong communication and coaching skills and a

Qualifications

• Bachelor’s Degree in Computer Science, Software Engineering, Information Systems, or related technical field.
• 2–4 years of experience in backend product support, ad-tech engineering support, technical integrations, BPO support, or SaaS support.
• Strong SQL skills for data analysis and troubleshooting.
• Experience with APIs, server-side event tracking, webhooks, and SDK implementation.
• Experience using Ads Manager platforms.
• Ability to read and troubleshoot JSON/XML payloads.
• Strong understanding of conversion tracking, attribution models, and marketing analytics.
• Prior BPO training experience is highly preferred.

Responsibilities

• Facilitate onboarding programs for customer and technical support agents.
• Train new hires on company processes, tools, workflows, and product knowledge.
• Introduce digital advertising concepts, campaign structures, ad formats, targeting, bidding, and performance metrics.
• Conduct CRM and ticketing platform training (Salesforce, Zendesk, Freshdesk, etc.).
• Monitor nesting performance and provide coaching during transition to production.
• Create and maintain facilitator guides, training decks, workbooks, e-learning modules, and knowledge articles.
• Develop scenario-based learning exercises and role-play activities.
• Design training programs for agents, team leaders, and quality analysts.
• Update training materials based on policy, platform, and process changes.
• Train agents on advertiser lifecycle management, campaign setup, budgeting, and reporting.
• Deliver sessions on audience targeting, ad policies, quality scores, retargeting, and auction mechanics.
• Prepare agents to handle advertiser inquiries, account suspensions, billing concerns, and policy violations.
• Train teams on payment issues, disputes, refunds, invoices, and credit adjustments.
• Conduct compliance training covering advertiser verification, privacy regulations, and platform policies.
• Develop escalation frameworks and decision trees for complex cases.
• Train agents on ticket management, escalation workflows, SLA adherence, and case documentation.
• Improve multi-tasking capabilities across calls, chats, and emails.
• Create SOPs, quick-reference guides, and productivity resources.
• Deliver training on customer handling, empathy, active listening, de-escalation, and professional communication.
• Facilitate call and chat simulations.
• Coach agents on written communication quality and brand-aligned responses.
• Partner with QA teams to evaluate agent performance.
• Conduct coaching sessions and refresher training.
• Analyze QA results, CSAT scores, and performance trends.
• Administer assessments to measure training effectiveness.
• Track training completion, assessment scores, and proficiency metrics.
• Maintain LMS records and compliance documentation.
• Gather learner feedback and improve training programs.
• Present insights and recommendations to leadership.

Skills

SQL

APIs

Ads Manager platforms

JSON/XML

Marketing analytics

Education

Bachelor’s Degree in Computer Science or related field

Tools

Salesforce

Zendesk

Freshdesk

Job description

Job Title: Trainer II | Training – Helpdesk Customer Support

Location: McKinley, Taguig
Work Setup: Onsite
Salary: PHP 80,000 – 85,000
Shift Schedule: To Be Determined (TBD)

Important Note: Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.

Job Summary

We are seeking an experienced Trainer II to lead onboarding, product, technical, customer service, and compliance training for Helpdesk Customer Support teams. The ideal candidate will have strong experience in BPO training, digital advertising support, technical troubleshooting, CRM platforms, and performance coaching.

Key Responsibilities

New Hire Onboarding & Orientation Training

• Facilitate onboarding programs for customer and technical support agents.
• Train new hires on company processes, tools, workflows, and product knowledge.
• Introduce digital advertising concepts, campaign structures, ad formats, targeting, bidding, and performance metrics.
• Conduct CRM and ticketing platform training (Salesforce, Zendesk, Freshdesk, etc.).
• Monitor nesting performance and provide coaching during transition to production.

Curriculum Design & Content Development

• Create and maintain facilitator guides, training decks, workbooks, e-learning modules, and knowledge articles.
• Develop scenario-based learning exercises and role-play activities.
• Design training programs for agents, team leaders, and quality analysts.
• Update training materials based on policy, platform, and process changes.

Digital Advertising Training

• Train agents on advertiser lifecycle management, campaign setup, budgeting, and reporting.
• Deliver sessions on audience targeting, ad policies, quality scores, retargeting, and auction mechanics.
• Prepare agents to handle advertiser inquiries, account suspensions, billing concerns, and policy violations.

Billing, Payment & Compliance Training

• Train teams on payment issues, disputes, refunds, invoices, and credit adjustments.
• Conduct compliance training covering advertiser verification, privacy regulations, and platform policies.
• Develop escalation frameworks and decision trees for complex cases.

CRM & Ticketing Systems Training

• Train agents on ticket management, escalation workflows, SLA adherence, and case documentation.
• Improve multi-tasking capabilities across calls, chats, and emails.
• Create SOPs, quick-reference guides, and productivity resources.

Communication & Customer Service Excellence

• Deliver training on customer handling, empathy, active listening, de-escalation, and professional communication.
• Facilitate call and chat simulations.
• Coach agents on written communication quality and brand-aligned responses.

Quality Assurance & Performance Coaching

• Partner with QA teams to evaluate agent performance.
• Conduct coaching sessions and refresher training.
• Analyze QA results, CSAT scores, and performance trends.
• Administer assessments to measure training effectiveness.

Reporting & Continuous Improvement

• Track training completion, assessment scores, and proficiency metrics.
• Maintain LMS records and compliance documentation.
• Gather learner feedback and improve training programs.
• Present insights and recommendations to leadership.

Qualifications

• 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, technical integrations, BPO support, or SaaS support.
• Strong SQL skills for data analysis and troubleshooting.
• Experience with APIs, server-side event tracking, webhooks, and SDK implementation.
• Experience using Ads Manager platforms.
• Ability to read and troubleshoot JSON/XML payloads.
• Strong understanding of conversion tracking, attribution models, and marketing analytics.
• Prior BPO training experience is highly preferred.