"Key Responsibilities Training Delivery • Conduct new-hire training for L1 Helpdesk support associates. • Deliver training on technical troubleshooting, ticketing tools, communication skills, and customer service. • Facilitate classroom, virtual, and on-the-job (OJT) training sessions. • Ensure training content is delivered clearly, effectively, and within defined timelines. Content & Curriculum Management • Assist in creating, updating, and maintaining training materials, SOPs, job aids, and knowledge base articles. • Collaborate with operations, quality, and client teams to ensure training content accuracy and alignment with processes. Performance Tracking & Coaching • Track trainee performance through assessments, role-plays, and practical evaluations. • Provide feedback, coaching, and remedial support to trainees who need additional assistance. • Maintain training reports, attendance records, and progress documentation. Stakeholder Coordination • Work closely with Operations, Quality, and Workforce Management to plan training batches and training needs. • Participate in calibration sessions to align training with client expectations and process updates. Continuous Improvement • Evaluate training effectiveness using feedback, metrics, and performance data. • Recommend improvements to enhance training efficiency and associate performance. ________________________________________ Required Skills & Qualifications • Bachelor’s degree or equivalent (preferred). • 1–3 years of experience as an L1 Helpdesk Trainer or similar role in a BPO/ITeS environment. • Strong knowledge of L1 technical support concepts (e.g., password resets, basic troubleshooting, remote support tools, ticketing systems). • Excellent communication, presentation, and facilitation skills. • Strong command of English (verbal and written). • Proficiency in MS Office tools; experience with LMS platforms is a plus. • Ability to manage large groups and handle diverse training needs. ________________________________________ Preferred Qualifications • Certification in training/facilitation (e.g., Train-the-Trainer). • Experience in ITIL or ITSM environments. • Exposure to global clients and multi-process training. ________________________________________ Key Competencies • Training Delivery • Technical Aptitude • Communication Skills • Classroom Management • Problem-Solving • Stakeholder Management • Adaptability" Work Timimgs: General business: Mon – Fri, 7 am – 7 pm CST FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST