Technical Trainer

Year    UP, IN, India

Job Description

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: ₹20,000.00 - ₹45,000.00 per month

Application Question(s):

What is your current/last salary? What is your expected salary? What is your current residential location? Are you comfortable working in US Shift from office? What are your core competencies?
Shift availability:

Night Shift (Preferred)
Work Location: In person

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Job Detail

  • Job Id
    JD4452391
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    UP, IN, India
  • Education
    Not mentioned
  • Experience
    Year