​Job Title: Trainer II | Training- Helpdesk Customer Support
​Salary: 80,000 to 85,000
​Work location/Set up: Onsite/McKinley
​Shift Schedule: TBD

The Trainer II is responsible for onboarding, training, coaching, and developing Helpdesk Customer Support agents, with a strong focus on digital advertising, billing, compliance, CRM systems, and customer service excellence. The role involves designing and delivering training programs, creating learning materials, conducting performance coaching, and ensuring agents are equipped to handle customer inquiries effectively across multiple channels.

Key responsibilities include facilitating new hire onboarding, developing training curricula, delivering digital advertising and billing/compliance training, improving CRM and ticketing proficiency, enhancing communication and customer handling skills, supporting quality assurance initiatives, and tracking training effectiveness through performance metrics and reporting.

Key Requirements

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

• 2–4 years of experience in technical support, ad-tech support, SaaS support, or BPO operations.

• Strong SQL and data analysis skills.

• Experience with APIs, webhooks, SDKs, JSON/XML payloads, and technical troubleshooting.

• Knowledge of Ads Manager platforms, digital advertising, campaign management, and marketing analytics.

• Strong communication, training delivery, coaching, and curriculum development abilities.

• Experience working with CRM and ticketing systems such as Salesforce, Zendesk, or Freshdesk.

Core Competencies

• Training & Facilitation

• Curriculum Development

• Digital Advertising Knowledge

• Technical Support & Troubleshooting

• Quality Assurance & Coaching

• Customer Service Excellence

• Data Analysis & Reporting

• CRM & Ticketing Systems

• Compliance & Policy Training

• Stakeholder Management

This role is best suited for a technical trainer who can bridge the gap between complex advertising technology concepts and frontline customer support operations while driving agent performance and service quality.