Trainer ll Training Help Desk Support (BPO

Job Title: Trainer II | Training- Helpdesk Customer Support

location/Set up: Onsite/McKinley

Shift Schedule: TBD

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 Developme...