Process Trainer – BPO Technical Support (Laptop/Computer)

Job Title: Process Trainer – BPO Technical Support (Laptop/Computer)

Location: Bangalore, India

Designation: Process Trainer – BPO Technical Support (Laptop/Computer)

Salary: ₹5 - 5.5 LPA

Gender: Open to Both Male & Female Candidates

Job Overview:

We are looking for an experienced and dynamic Process Trainer for our BPO Technical Support team specializing in Laptop and Computer troubleshooting. The ideal candidate will be responsible for training new hires and existing employees, equipping them with the necessary technical skills and product knowledge to deliver exceptional support to customers. As a Process Trainer, you will play a key role in ensuring that all technical support agents are well-prepared and equipped to handle customer queries effectively and efficiently.

Key Responsibilities:

• Training & Development:

  • Conduct classroom training and workshops for new hires and existing employees in the BPO Technical Support domain, focusing on laptop/computer troubleshooting.

  • Design and develop training modules and materials specific to the process and technology.

  • Ensure consistent training delivery and monitor agent progress throughout the onboarding process.

• Process Adherence:

  • Ensure that all trainees understand and follow the company’s policies and procedures for technical support.

  • Regularly update the training materials to incorporate new technologies, troubleshooting techniques, and system updates.

• Performance Evaluation:

  • Assess trainees' progress and provide regular feedback to improve their performance.

  • Conduct assessments, quizzes, and practical exercises to gauge trainee readiness.

• Product Knowledge:

  • Stay up-to-date with the latest products, services, and software related to laptops and computers.

  • Deliver periodic refresher training sessions to help agents stay current on new releases, troubleshooting techniques, and best practices.

• Troubleshooting:

  • Provide support during live calls and help agents solve complex technical issues related to laptops/computers.

  • Collaborate with team leads and managers to identify common troubleshooting problems and develop strategies to address them during training.

• Team Collaboration:

  • Work closely with operations, quality assurance, and management teams to understand performance gaps and tailor training accordingly.

  • Participate in team meetings to provide updates on training progress and share insights for process improvement.

Key Skills & Requirements:

• Education:

  • A Bachelor’s degree or equivalent in a relevant field.

• Experience:

  • 2+ years of experience in BPO Technical Support, especially in laptop/computer troubleshooting.

  • Proven experience in a training or coaching role in a BPO environment.

• Technical Skills:

  • Strong knowledge of laptop/computer hardware, operating systems (Windows, MacOS), software, and peripheral devices.

  • Familiarity with common troubleshooting tools and techniques for desktop/laptop issues.

• Training Skills:

  • Ability to develop, design, and deliver training content that is both engaging and informative.

  • Excellent presentation, communication, and interpersonal skills.

• Soft Skills:

  • Strong problem-solving and analytical abilities.

  • Ability to adapt training styles to suit the diverse learning styles of agents.

  • Excellent time management and organizational skills.

• Language Proficiency:

  • Proficiency in English is required. Knowledge of additional languages is a plus.

• Additional Requirements:

  • Comfortable working in a fast-paced BPO environment.

  • Ability to work with minimal supervision and as part of a team.

Why Join Us?

• Competitive salary package (₹5 - 5.5 LPA).

• Opportunity to work with a leading BPO firm in the technical support domain.

• Career growth opportunities and training programs.

• Positive work environment with a supportive team.