Job Description
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...