Trainer II – Helpdesk Customer Support (Onsite, McKinley)

This role focuses on designing and delivering training programs for customer and technical support agents, ensuring proficiency in tools, workflows, and digital advertising fundamentals.


Key Responsibilities:

- Onboarding: Facilitate comprehensive new-hire training covering company culture, CRM platforms (Salesforce, Zendesk, Freshdesk), and digital advertising concepts (campaign structures, bidding, targeting, and metrics like CTR, CPC, ROAS). Oversee nesting periods with real-time coaching.


- Curriculum Design: Develop engaging content including facilitator guides, e-learning modules, and scenario-based exercises simulating billing disputes, policy questions, and compliance issues. Regularly update materials to reflect platform changes.


- Specialized Training: Educate agents on the advertiser journey, auction mechanics, and ad policy enforcement. Provide in-depth training on billing inquiries (payment failures, refunds, charge disputes) and compliance (GDPR, CCPA, platform terms). Build decision-tree frameworks for complex cases.


- CRM & Multi-tasking: Conduct hands-on labs for ticket creation, SLA management, and managing concurrent chats/calls/emails using macros and productivity tools.


- Soft Skills: Deliver communication training on tone, empathy, and de-escalation via role-play and live simulations.


- Quality Assurance: Collaborate with QA teams to monitor performance, conduct one-on-one coaching, analyze CSAT and error trends, and deliver post-training assessments.


- Metrics & Improvement: Track training metrics (completion rates, time-to-proficiency) and learner feedback to continuously improve content and support workforce planning.


Qualifications: