B2C Technical Support Trainer

About the role

We are looking for a Trainer who will deliver product, process, technical and soft‑skill training to new and existing B2C technical support agents handling residential customers via voice and chat. The role focuses on building agent capability, improving performance metrics and ensuring readiness for quality, compliance and customer‑experience standards.

Key responsibilities

• Design and deliver end‑to‑end new‑hire training covering broadband, Wi‑Fi, routers, device connectivity, app login and speed‑related issues.
• Conduct refresher sessions on service changes, new features, promotions and policy updates.
• Coach agents on effective issue diagnosis, step‑by‑step troubleshooting and first‑contact resolution.
• Train agents on proper escalation handling and documentation in CRM and ticketing systems.
• Develop soft‑skill modules on communication, empathy, active listening and service‑to‑sales conversations.
• Perform knowledge checks, mock calls/chats and certification assessments, and track training effectiveness through post‑training performance metrics.
• Maintain up‑to‑date training materials, assessments and attendance records.
• Collaborate with Operations, Quality and Team Leads to align training goals with business objectives and support nesting/buddy programs.

Required profile

• Graduate degree preferred.
• 3–5 years of experience in BPO or contact‑center training.
• Prior experience in B2C telecom technical support is strongly preferred.
• Strong knowledge of voice and chat processes and related compliance requirements.

Required skills

• Broadband troubleshooting
• Wi‑Fi troubleshooting
• Router configuration and diagnostics
• CRM system usage
• Ticketing system usage

What we offer

• Opportunity to work in a fast‑growing global BPO with advanced AI‑driven solutions.
• Collaborative environment with diverse teams across multiple countries.