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.

2. 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.

3. Technical Support Enablement

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

4. API, Integration & Platform Training

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

5. Analytics & Marketing Performance Training

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

6. Learner Assessment & Performance Measurement

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

7. 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.