Start ASAP Experienced Technical Trainer

4 hours ago

Angeles City, Central Luzon, Philippines Teleperformance Full time ₱30,000 - ₱60,000 per year

Are you a passionate IT expert with a knack for teaching and a solid background in BPO and Help Desk support? Teleperformance Clark is looking for an experienced Technical Trainer to equip our agents with the advanced hardware, software, and IT troubleshooting skills needed to deliver world-class technical support.

Candidates must have a minimum of 1-2 years of BPO experience.

A minimum of 1-2 years of Help Desk support experience is required.

At least 1-2 years of training or teaching experience is essential.

Key Responsibilities:

The Technical Trainer will be responsible for the full training lifecycle of new hires and existing employees, with a specific focus on IT expertise required for technical support programs:

  • Design & Delivery: Develop and facilitate engaging, highly technical training programs focused on IT troubleshooting, including hardware components, software systems, and network basics.
  • Help Desk Simulation: Create and run effective training scenarios that simulate real-world Level 1 and Level 2 Help Desk support issues (e.g., remote desktop troubleshooting, connectivity issues, application errors).
  • Microsoft Product Mastery: Conduct deep-dive training on Microsoft operating systems (Windows), the Office Suite (O365), and related enterprise applications crucial for agent success.
  • Content Curation: Continuously update training materials, job aids, and knowledge base content to ensure accuracy and relevance to current BPO client requirements and technological updates.
  • Performance Coaching: Partner with Operations and Quality teams to identify performance gaps and provide post-training coaching and knowledge refreshers to existing agents.
  • Assessment & Reporting: Administer assessments, track training effectiveness, and provide detailed reports on trainee readiness and skill mastery to management.

Qualifications and Requirements:

  • Educational Attainment: Must be an IT Graduate (bachelor's degree) or have completed at least 2 years in a related college program (e.g., Computer Science, Information Technology, Computer Engineering).
  • IT/Help Desk Background: A minimum of 2 years of professional experience in an IT role, preferably in Help Desk, Technical, or Field Support, with practical knowledge of hardware/software troubleshooting.
  • Training Experience: At least 1 year of demonstrable experience in a formal BPO training, teaching, or facilitation capacity.
  • BPO Experience: Previous experience working within the BPO industry is required.

Required Skills & Knowledge:

  • Expert Knowledge: Proven expertise in Microsoft operating systems (Windows 10/11), MS Office Suite, basic networking protocols (TCP/IP), and cloud services.
  • Troubleshooting Acumen: Strong ability to diagnose and troubleshoot PC hardware issues (e.g., memory, peripherals) and software problems (e.g., drivers, application conflicts).
  • Communication: Exceptional verbal and written communication skills with the ability to convey complex technical concepts to non-technical audiences.
  • Soft Skills: High level of professionalism, patience, adaptability, and strong classroom management skills.

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