Technical Trainer

Please note: only Female candidates are considered for this role who are willing to work in US Shift.

Role Overview:

We are seeking a dynamic and skilled Technical Trainer to lead end-to-end training for Printer and Antivirus Sales & Support processes. The role involves delivering effective training sessions, designing technical and sales modules, and driving performance improvement through coaching and capability building.

In addition to training delivery, the candidate will also play a key role in developing Standard Operating Procedures (SOPs) and collaborating with leadership to create plans for revenue growth and target achievement within the support and sales processes.

Key Responsibilities:Training Delivery & Facilitation

• Conduct New Hire Training (NHT) and Refresher sessions for printer troubleshooting, installation, configuration, driver setup, connectivity issues, and antivirus installation/support.
• Deliver sales training modules focused on effective communication, upselling, and cross-selling antivirus and support packages.
• Facilitate soft skills, customer handling, and product knowledge sessions to enhance overall performance.
• Certify new trainees for process readiness before floor deployment.
• Continuously monitor and mentor agents during the nesting phase to ensure process adherence and performance improvement.

Training Design & Development

• Design and update training content, SOPs, and assessments aligned with client processes and product updates.
• Create role-specific learning paths, quizzes, and troubleshooting simulations for practical learning.
• Collaborate with quality and operations teams to address skill gaps and improve KPI metrics such as CSAT, FCR, AHT, and sales conversions.

Process Documentation & Revenue Planning

• Prepare, document, and maintain Standard Operating Procedures (SOPs) for the printer and antivirus sales/support process.
• Work with operations and management to develop plans to increase revenue, set sales targets, and identify improvement areas in existing processes.
• Analyze training impact on revenue performance and share insights for strategic process improvement.
• Participate in cross-functional meetings to align process training with business goals.

Performance Tracking & Reporting

• Evaluate trainee performance through assessments, mock calls, and feedback sessions.
• Maintain detailed reports on training effectiveness, process improvements, and revenue impact.
• Provide periodic performance reviews and recommend targeted coaching or refresher programs.

Desired Skills & Competencies:

• Strong knowledge of printer hardware/software troubleshooting (HP, Canon, Epson, Brother, etc.) and antivirus software (Norton, McAfee, Quick Heal, etc.).
• Proven experience in tech support training, sales enablement, or process improvement in a BPO/tech support setup.
• Excellent communication, presentation, and facilitation skills.
• Strong analytical and documentation skills for SOP preparation and performance tracking.
• Proficiency in MS Office tools, Excel reporting, and LMS / e-learning platforms.
• Ability to align training delivery with revenue and operational KPIs.

Qualification:

• Graduate in any discipline (Technical background preferred – BCA, B.Sc IT, Diploma in Hardware/Networking).
• Certification in Training & Development / Instructional Design is an advantage.
• 2–4 years of experience as a Technical or Process Trainer in printer and antivirus support domain.

Key Performance Indicators (KPIs):

• Process Certification Pass Rate
• Post-Training Revenue Conversion Improvement
• Process Adherence & Quality Score
• Trainee to Production Readiness Ratio
• SOP Implementation Accuracy and Audit Score

Why Join Us:

• Be part of a growing and technology-driven training environment.
• Opportunity to influence both skill development and business growth outcomes.
• Work closely with leadership to build scalable, standardized, and high-performing sales & support teams.
• Competitive compensation and clear career advancement opportunities.

Job Types: Full-time, Permanent

Pay: ₹20, ₹45,000.00 per month

Work Location: In person