ABOUT THE ROLE

We are looking for an experienced Trainer II – Helpdesk Customer Support professional who is passionate about developing high-performing customer support teams. You will design, deliver, and improve training programs that prepare support agents with the technical knowledge, communication skills, and customer handling expertise needed to succeed.

Key Responsibilities​

Training & Development

* Conduct new hire onboarding and product training programs for customer and technical support teams.

* Deliver engaging training sessions on customer service, troubleshooting, tools, workflows, and digital advertising platforms.

* Facilitate role plays, simulations, knowledge checks, and coaching sessions to improve agent readiness.

Technical & Product Training

* Train agents on CRM, ticketing, and support platforms such as Salesforce, Zendesk, and Freshdesk.

* Provide learning sessions on digital advertising concepts, campaign setup, billing processes, ad policies, and performance metrics.

* Support agents in understanding advertiser journeys, platform workflows, and issue resolution.

Content Creation & Process Improvement

* Develop training materials including guides, workbooks, SOPs, and learning resources.

* Create real-life customer scenarios covering billing concerns, account issues, compliance queries, and technical challenges.

* Continuously update training content based on product changes and business needs.

Coaching & Performance Support

* Partner with QA and Operations teams to identify knowledge gaps and deliver improvement programs.

* Monitor training effectiveness through assessments, performance metrics, and feedback.

* Provide coaching to improve customer experience, quality scores, and productivity.