Job Title: Trainer II | Training- Helpdesk Customer Support

Work location/Set up: Onsite/McKinley
Shift Schedule

Roles & Responsibilities
•New Hire Onboarding & Orientation Training
Design and facilitate comprehensive onboarding programs for newly hired customer and technical support agents, covering company culture, tools, workflows, and core product knowledge.
Introduce agents to digital advertising fundamentals including campaign, structures, ad formats, bidding systems, targeting options, and key performance metrics (CTR, CPC, CPM, ROAS).
Conduct product walkthroughs on ticketing and CRM platforms (e.g., Salesforce, Zendesk, Freshdesk) to ensure agents are proficient from day one.
Oversee nesting periods and early performance monitoring, providing real-time coaching and feedback to build agent confidence during go-live transitions.

•Curriculum Design & Training Material Development
Develop and maintain engaging training content including facilitator guides, agent workbooks, role-play scripts, e-learning modules, and knowledge base articles.
Create scenario-based learning exercises that simulate real support interactions – including billing disputes, ad policy questions, payment failures, and compliance queries.
Build modular training curricula that can be adapted for different audiences including frontline agents, team leads, and quality analysts.
Regularly review and refresh training materials to reflect updates in platform policies, digital advertising products, and billing systems, and CRM tools.

•Billing, Payment & Compliance Training
Provide specialized training on handling billing inquiries including failed payments, charge disputes, refund requests, invoice reconciliation, and credit adjustments.
Train agents on compliance-related topics including advertiser verification, identity confirmation, restricted content categories, data privacy regulations (e.g., DGPR, CCPA), and platform terms of service.
Develop decision-tree frameworks and escalation protocols to guide agents in resolving complex billing and compliance cases accurately and confidently.
Conduct refresher training following policy updates, regulatory changes, or identified compliance gaps surfaced through quality audits.

•CRM, Ticketing & Multi-tasking Proficiency Training
Facilitate hands-on labs to build agent proficiency in ticketing and CRM systems, including ticket creation, categorization, escalation routing, and SLA management.
Train agents on best practices for managing multiple live interactions simultaneously – including concurrent chats, inbound calls, and email queues – without compromising quality or response times.
Develop SOPs and quick-reference guides for common CRM workflows to reduce handle time and improve first-contact resolution rates.
Introduce keyboard shortcuts, macros, and productivity tools within CRM platforms to help agents work efficiently under high-volume conditions.
•Communication Skills & Customer Handling Training
Deliver targeted training on written and verbal communication standards, including professional tone, empathy, active listening, and e-escalation techniques.
Facilitate role-play exercises and live call / chat simulations to strengthen agents’ ability to handle difficult customers, manage objections, and resolve complaints effectively.
Coach agents on crafting clear, accurate, and brand-aligned written responses across email and chat channels, with emphasis on grammar, structure, and appropriateness.
Provide feedback on real interactions to reinforce communication standards and support continuous quality improvements

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, or technical integrations (BPO or SaaS support preferred).
•Strong SQL expertise for data analysis, debugging, and reporting tasks.
•Proficiency with APIs, server-side event tracking, webhooks, SDK implementation.
•Experience in Ads Manager or similar platforms.
•Ability to read and debug API payloads (JSON/XML) and understand API documentation.
•High expertise in understanding conversion tracking, attribution models, and marketing analytics.