Job Title: Technical Support Specialist Voice Process (US Region)Location: Technopark, TrivandrumExperience: 0 to 3 yearsShift Timings:8:30 PM to 5:30 AM4:30 AM to 1:30 PM12:30 PM to 9:30 PM24/7 Rotational shiftQualifications: Graduation in any streamJob Overview:Phykon is seeking dynamic and technically adept candidates to join our team as Technical Support Executives for a US-based project. The role involves providing top-notch technical and customer support through various communication channels.Responsibilities:Respond promptly to customer requests via telephone, email, and chat.Maintain high levels of quality, productivity, and customer satisfaction.Appropriately escalate issues and coordinate with supervisors for timely resolution.Consistently meet productivity, quality, and sales targets.Log and report all customer issues in the customer relationship management (CRM) database.Promote sales of technology equipment and devices.Deliver an excellent customer experience and contribute to brand promotion.Requirements:Must Have:A neutral English accent (free from Mother Tongue Influence)Exceptional verbal and written communication skills in EnglishWillingness to work in any shift within a 24/7/365 environmentGood to Have:Working knowledge of LAN/WAN, basic troubleshooting, and technical issuesNetworking certificationsCandidates from Trivandrum.Join Phykon and be part of an enthusiastic team dedicated to providing high-quality technical and customer support.Apply Now to embark on a rewarding career with us!

Job Title: Process Trainer (Voice Process)Location: Techno Park, Trivandrum, Kerala Experience: 2-5 years as a Process Trainer or in a similar training role within technical support, IT helpdesk, or customer service.Shift Timings:8:30 PM to 5:30 AM4:30 AM to 1:30 PM12:30 PM to 9:30 PM24/7 Rotational shiftKey Responsibilities:Training & Development:Design, develop, and deliver training programs for new hires and existing technical support agents.Conduct process, product, and soft skills training sessions.Create training materials, SOPs, FAQs, and knowledge base articles.Implement interactive learning techniques such as simulations, role-playing, and case studies.Define career growth plans for agents.Ensures process standardization across the team.Performance Monitoring & Coaching:Conduct assessments and evaluations to measure learning effectiveness.Monitor agent performance and provide refresher training sessions.Identify knowledge gaps and develop targeted training programs.Track training sessions and participationProcess & Compliance Management:Ensure that all agents follow standard operating procedures (SOPs).Work with Quality Assurance (QA) teams to identify process improvements.Keep training materials updated with the latest product and process changes.Collaboration & Reporting:Coordinate with operations, quality, and product teams to align training with business goals.Generate reports on training effectiveness, agent performance, and knowledge retention.Recommend process improvements based on training feedback and performance analysis.Required Skills & Qualifications:Technical Knowledge: Familiarity with hardware/software troubleshooting, networking, and ticketing systemsTraining Skills: Strong presentation, facilitation, and coaching abilities.Analytical Thinking: Ability to analyze agent performance and improve training effectiveness.Communication: Excellent verbal and written communication skills.Tools & Technology: Experience with LMS (Learning Management Systems), MS Office, Google Workspace, and remote training platforms.