About The Job
Join Supra ITS: We Are Hiring PAN-India for our Atomic North Satellite Office in Chennai.
There is an immediate need for a Soft Skills & Service Excellence Trainer located on-site in Chennai, India. If you are a process-driven IT support professional who enjoys solving problems, supporting global customers, and working in a disciplined, security-first Managed Services environment, this role is for you.
We are seeking a highly experienced Soft Skills & Service Excellence Trainer to support the launch and growth of our Chennai Service Desk & IT support operations. This role will drive communication excellence, customer experience improvements, escalation handling capability, and professional service culture.
LOCATION CHENNAI, TAMIL NADU (On-site role)
About Supra ITS
Founded in 1999, Supra ITS is a globally trusted IT partner delivering Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO). Headquartered in Mississauga, Ontario, Supra ITS operates with 650+ employees worldwide, including 247 Network Operations Centers (NOCs) in Canada and India.
Supra ITS provides a full spectrum of IT solutions including infrastructure modernization, cloud platforms, server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first mindset and SLA-driven delivery model, Supra ITS takes ownership of mission-critical IT environments so customers can focus on growth.
Canon Canada's strategic investment in Supra ITS further strengthens this commitment by combining Canon's global scale and technology leadership with Supra's agility and customer-centric delivery.
For more information, visit our website.
Canon Partnership
In 2021, Canon Canada made an equity investment in Supra ITS, recognizing a shared vision to deliver world-class technology and managed services across North America.
What began as a strategic investment has evolved into an integrated partnershipcombining Canon's innovation and enterprise solutions with Supra ITS's managed services expertise, automation, and cybersecurity capabilities.
Together, Canon and Supra ITS are accelerating digital transformation for customers by delivering secure, scalable, and performance-driven IT solutions that redefine what it means to be truly customer-centric.
About Atomic North
Atomic North is the India-based subsidiary of Supra ITS and serves as the global delivery and operations center supporting Supra's Managed IT, Application Services, and BPO businesses.
As an integral part of Supra ITS international ecosystem, Atomic North ensures operational transparency, strong governance, and seamless collaboration with North American leadership teams.
As Supra ITS continues its rapid expansion across North America in partnership with Canon, Atomic North is scaling its delivery teams in India to support the company's next phase of growth, maturity, and operational excellence.
Team Overview
Join a high-performing, execution-driven service delivery organization with strong governance, documented processes, and direct leadership engagement.
You will work closely with Service Desk, NOC, SOC, Cloud, and Security teams across India and North America, supporting mission-critical customer environments in a structured, compliance-driven MSP model.
About The Role
We are seeking a highly experienced Soft Skills & Service Excellence Trainer to support the launch and growth of our Chennai Service Desk & IT support operations. This role will drive communication excellence, customer experience improvements, escalation handling capability, and professional service culture.
What Makes This Role Unique
- Not a call center: Structured MSP delivery with ownership and accountability
- Security-first environment: SOC2 / ISO-aligned processes and controls
- Global exposure: Support North American customers
- Clear growth path
- Prestige & stability: Backed by Canon, a Fortune 500 organization
- On-site (Chennai) with occasional remote collaboration for global meetings or training; regular on-site presence required
YOU ARE !
A disciplined, customer-focused soft skills trainer professional who takes pride in doing things the right way.
- Excellent verbal and written English skills
- Strong facilitation and presentation skills
- Emotional intelligence and conflict management
- Analytical mindset to measure training impact
- Ability to influence without direct authority
- Technically capable and eager to learn
- Process-driven and documentation-oriented
- Calm under pressure and professional with customers
- Security-conscious and compliance-aware
- Accountable, proactive, and dependable
You don't just help resolve ticketsyou own service quality.
Key Responsibilities
Training Design & Delivery:
- Design and deliver soft skills programs for L1 & L2 agents, Shift Leads, and Team Leads
- Develop modules on call etiquette, email/ticket writing, empathy, de-escalation, and executive communication
- Conduct onboard training for new hires
- Conduct calibration sessions for the team
- Prepare quality scorecards with action item
Customer Experience Improvement
- Identify communication gaps leading to escalations
- Conduct refresher and intervention programs
- Develop communication templates and playbooks
Coaching & Quality Enhancement
- Review call recordings and ticket interactions
- Provide structured coaching plans
- Track CSAT, escalation trends, and quality improvements
Process & Governance Alignment
- Embed soft skills standards into SOPs
- Ensure professional documentation practices
Culture & Development
- Promote accountability and ownership culture
- Conduct workshops on professional behavior and collaboration
- Handle escalations with complete diagnostics and documentation
- Follow zero-trust, least-privilege, and identity verification policies
- Maintain clean, audit-ready ticket notes and time entries
- Contribute to SOPs, knowledge base articles, and service improvements
- Collaborate with NOC, SOC, Cloud, and Engineering teams
Technical Skills & Attributes
Strong Understanding Of
- Active Directory and Azure AD fundamentals
- Networking basics (TCP/IP, DNS, VPN)
- Ticketing and RMM tools
- Understanding of ITSM or Service Desk operations
- Familiarity with SLA-driven environments
- Experience with ticketing tools (e.g., ConnectWise, ServiceNow) preferred
Additional Attributes
- MSP experience preferred
- Strong written and verbal English communication
- Structured, detail-oriented, and process-driven
- Comfortable working in an on-site, shift-based environment with occasional remote collaboration
Education & Experience
- Bachelor's degree in any discipline
- 5+ years of soft skills or voice training experience
- Experience in BPO or IT service desk environments preferred
- Experience working with North American clients preferred
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
If you require any accommodation during the recruitment process, please let us know and we will endeavor to put reasonable provisions into place.
Skills: service desk, technical support, MSP operations, SLA delivery, customer support
Skills: msp operations,sla delivery,service desk,customer support,technical support skills
