Helpdesk Customer Support – Trainer

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.