Job Description
About the Role
We are seeking an experienced Trainer II to deliver onboarding, technical, and product training for Helpdesk and Technical Support teams. The ideal candidate will have a strong background in BPO training, technical support, and digital advertising platforms, with the ability to coach agents to achieve high performance.
Key Responsibilities
Conduct onboarding and training for new Helpdesk and Technical Support agents.
Deliver training on CRM and ticketing tools such as Salesforce, Zendesk, or Freshdesk.
Facilitate sessions on digital advertising concepts, campaign management, billing, compliance, and customer support.
Coach and mentor agents through nesting and live support.
Develop training materials, role-play exercises, and knowledge assessments.
Partner with QA and Operations to improve agent performance through coaching and refresher training.
Track training effectiveness and maintain accurate training records.
Required Qualifications
Bachelor's degree in Computer Science, Information Systems, Software Engineering, IT, or a related field.
2–4+ years of experience as a Trainer in a BPO environment.
Strong background in Technical Support, Helpdesk, SaaS, or Product Support.
Experience with SQL, APIs, JSON/XML, webhooks, or SDK implementation.
Knowledge of Google Ads, Meta Business Suite, TikTok Ads, or other Ads Manager platforms.
Experience using CRM or ticketing platforms such as Salesforce, Zendesk, or Freshdesk.
Strong communication, coaching, and presentation skills.
Willing to work onsite in McKinley, Taguig.
How to Apply
If your experience closely matches the requirements above, please apply with your updated CV to [Confidential Information] Qualified candidates will be contacted for screening.
