International Service Desk Training Specialist

2 days ago

Mysore Road Tolgate, Karnataka, India beBeeProcess Full time ₹ 9,00,000 - ₹ 12,00,000

Delivering exceptional support to international clients requires a skilled and knowledgeable Service Desk team.

Job Description:

This is an exciting opportunity to join our organization as a Process Trainer, responsible for designing, developing, and delivering comprehensive training programs for new hires and existing agents within the International Service Desk process.

The successful candidate will be crucial in ensuring that our Service Desk teams have the necessary knowledge and skills to provide top-notch support to our international clients. This includes conducting regular training sessions on product knowledge, process updates, customer service skills, and technical troubleshooting for IT infrastructure issues.

The ideal candidate will be able to create engaging training materials, including presentations, manuals, job aids, and exercises, assess trainee performance through quizzes, simulations, and live call/chat monitoring, and provide constructive feedback for improvement.

Required Skills and Qualifications:
  • Proven experience as a Process Trainer within an international BPO environment, specifically for Service Desk or Technical Support processes.
  • Strong understanding of IT Service Management (ITSM) concepts and ITIL principles.
  • Excellent presentation, facilitation, and communication skills, with the ability to convey complex technical information clearly and engagingly.
  • Experience in developing effective training content and methodologies.
  • Strong analytical skills to assess training needs and evaluate program effectiveness.
  • Ability to provide constructive feedback and coach individuals for performance improvement.
  • Customer-focused mindset with an understanding of international customer service expectations.
Benefits:

This role offers a unique opportunity to grow professionally and contribute to the success of our organization. As a Process Trainer, you will be instrumental in shaping the skills and knowledge of our Service Desk teams, enabling them to deliver exceptional support to our international clients.

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