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
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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