Helpdesk Customer Support – Trainer (Scope 3)

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.

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 improvement.

Quality Assurance & Performance Coaching

Collaborate with the Quality Assurance team to monitor and evaluate agent performance against defined scoring rubrics for accuracy, tone, resolution, and compliance.
Conduct regular one-on-one coaching sessions with agents to address knowledge gaps, reinforce key behaviors, and recognize strong performance.
Analyze QA scores, CSAT data, and error trend reports to identify recurring training needs and prioritize targeted refresher sessions.
Deliver post-training assessments and knowledge checks to validate learning transfer and readiness for live support environments.

Reporting, Metrics & Continuous Improvement

Track and report on key training metrics including completion rates, assessment pass rates, time-to-proficiency, and post-training QA scores.
Maintain accurate training records within the LMS or tracking system, ensuring compliance with audit requirements and internal reporting standards.
Gather and analyze learner feedback to continuously improve training content, delivery methods, and the overall learning experience.
Present training insights and recommendations to the Training Manager and Operations leadership to support workforce planning and capability development initiatives.

Qualifications

Bachelor's degree or equivalent experience in Business, Marketing, Communications, or related field.
2 - 4 years of experience in a training environment focused on customer or technical support, preferably in a digital advertising or BPO environment.
Strong understanding of digital advertising concepts.
Excellent written and verbal communication.
Experience in handling billing, payment, or compliance-related queries preferred.
Proficient with ticketing and CRM systems; ability to multitask across multiple live interactions.
Student-centric, detail-oriented, and comfortable working under defined KPIs and performance targets speed-to-competency expectations.

Helpdesk Customer Support – Trainer (Scope 1 and 2)

Roles & Responsibilities

Training Design & Curriculum Development
Design and develop comprehensive training materials including slide decks, hand-on labs, guides, and e-learning modules covering ad tech platforms. API integrations, and analytics workflows.
Build role-based learning paths tailored to audiences such as technical implementation engineers, account managers, and client solution teams.
Translate complex technical documentation – including API references, SDK guides, and platform architecture diagrams – into accessible, engaging instructional content.
Maintain and continuously update training content to reflect platform releases, new features, and evolving ad tech industry standards.

Technical Instruction & Facilitation

Deliver live instructor-led training (ILT) and virtual instructor-led training (vILT) session on topics including SQL-based data analysis, server-side tracking, conversion event setup, and API payload debugging.
Conduct hands-on workshops and sandbox labs where learners practice reading and debugging JSON/XML payloads, configuring webhooks, and implementing SDKs.
Facilitate onboarding bootcamps for new technical hires covering full-stack product architecture, backend support workflows, and ad tech fundamentals.
Present complex concepts – such as attribution models, multi-touch conversion paths, and data pipeline logic with clarity and practical examples.

Technical Support Enablement

Equip support and integrations teams with deep product knowledge to resolve backend issues, debug API failures, and triage integration errors.
Create SQL-based training exercises and reference guides to strengthen data querying, reporting, and debugging skills across the organization.
Develop troubleshooting frameworks and decision trees for common ad tech integration issues, including pixel misfires, tag failures, and attribution discrepancies.
Partner with Engineering and Product teams to understand new technical capabilities and quickly translate these into training content.

API, Integration & Platform Training

Train teams on working with RESTful APIs, webhooks, and event-based server-side tracking architecture.
Guide learners through reading, interpreting, and validating API documentation, request/response schemes, and error codes.
Teach SDK implementation processes including initialization, event instrumentation, and verification using browser developer tools and server tags.
Build training modules specific to Ads Manager platforms (e.g., Meta, Google, TikTok, or proprietary equivalents), covering campaign setup, pixel integration, and conversion API configuration.

Analytics & Marketing Performance Training

Lead training sessions on conversion tracking fundamentals: event schemes, deduplication logic, attribution windows, and measurement methodologies.
Educate teams and attribution models – including last-click, first-click, linear, time-decay, and data-driven – and how each influences campaign optimization decisions.
Develop deep-dive content on marketing analytics topics: funnel analysis, incrementality testing, view-through vs click-through attribution, and cross-channel measurement.
Demonstrate how to use SQL and BI tools to build reports and dashboards for conversion performance, audience segments, and ad effectiveness.

Learner Assessment & Performance Measurement

Design and administer knowledge assessments, certification exams, and practical skill evaluations to measure training effectiveness.
Track learner progress, identify knowledge gaps, and iterate on training programs based on assessment data, learner feedback, and business outcomes.
Maintain a training metrics dashboard to report on completion rates, assessment scores, time-to-proficiency, and post-training performance improvements.

Cross-Functional Collaboration

Work closely with Product, Engineering, Customer Success, and Revenue Enablement teams to align training programs with product roadmaps and go-top market strategies.
Act as a subject matter expert (SME) resource for internal stakeholders seeking guidance on technical integrations, ad platform capabilities, and analytics implementations.
Support client-facing enablement efforts, including technical onboarding, custom tracking workshops and documentation for enterprise accounts.

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).
2 – 4 years of experience in training and adult learning principles in a BPO environment
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 on understanding of conversion tracking, attribution models, and marketing analytics.
Excellent training aptitude and communication skills for cross-functional collaboration with clients, engineering, and product teams.

Helpdesk Customer Support – Trainer (Digital Ads Experience Required)