Helpdesk Customer Support - Trainer

Helpdesk Customer Support - Trainer

Qualifications

Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related technical field.

At least 2 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).

At least 2 years of experience in training and adult learning principles in a BPO environment

Demonstrated expertise in SQL for insightful data analysis and comprehensive reporting.

Hands-on experience with APIs, server-side event tracking, webhooks, and SDKs to enhance functionality.

Proficient in navigating Ads Manager or similar advertising platforms to drive impactful campaigns.

Adept at interpreting and debugging API payloads (JSON/XML) with a strong grasp of technical documentation.

Deep understanding of conversion tracking, attribution models, and marketing analytics to optimize performance.

Outstanding communication and training abilities, fostering effective cross-functional teamwork.

Roles & Responsibilities

1. 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.

1. 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.

1. Technical Support Enablement

Equip support and integrations teams with deep product knowledge to resolve backend issues, debug API failures, and triage integration errors.

1. API, Integration & Platform Training

Train teams on working with RESTful APIs, webhooks, and event-based server-side tracking architecture.

1. Analytics & Marketing Performance Training

Lead training sessions on conversion tracking fundamentals: event schemes, deduplication logic, attribution windows, and measurement methodologies.

1. Learner Assessment & Performance Measurement

Design and administer knowledge assessments, certification exams, and practical skill evaluations to measure training effectiveness.

1. 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.