Technical Trainer & Performance Coach (MSP)

Thrive; Mabalacat; On-site; PHP 600,000 - 840,000; Full time

Job summary

Thrive is seeking a Corporate/Technical Trainer to develop, deliver, and reinforce training programs that boost employee performance and client service quality. You will coach staff, identify performance gaps, and partner with managers to implement targeted improvements.

Responsibilities include designing onboarding programs, maintaining training materials, and tracking outcomes to ensure continuous learning and best practices across the MSP environment.

Qualifications

• Minimum 5+ years in a Managed Service Provider environment.
• Experience in training, coaching, mentoring, or team leadership.
• Strong understanding of MSP service delivery, ticket lifecycle, SLAs, escalation procedures, and customer support best practices.
• Excellent communication, presentation, and interpersonal skills.
• Ability to provide constructive feedback while maintaining positive working relationships.
• Strong organizational and documentation skills.
• Experience creating training materials and learning resources.
• Ability to analyze performance metrics and identify coaching opportunities.
• Comfortable working with employees at varying skill levels.

Responsibilities

• Serve as the primary resource for employee coaching, performance improvement, and ongoing skills development.
• Collaborate with department managers on employee performance trends and training opportunities.
• Conduct one-on-one coaching sessions with employees whose performance deviates from expectations.
• Develop individualized improvement plans with measurable goals and milestones.
• Design, deliver, and improve onboarding and ongoing training programs.
• Create and maintain training materials, SOPs, and knowledge base content.
• Reinforce best practices for customer service, technical troubleshooting, and ticket management.
• Track progress after coaching and report outcomes to leadership.
• Stay current on company processes, MSP practices, client requirements, and technology updates.

Skills

MSP experience

Coaching & mentoring

Communication skills

Documentation skills

Training & development

Team leadership

Job description

Thrive is seeking a Corporate/Technical Trainer to develop, deliver, and reinforce training programs that boost employee performance and client service quality. You will coach staff, identify performance gaps, and partner with managers to implement targeted improvements.

Responsibilities include designing onboarding programs, maintaining training materials, and tracking outcomes to ensure continuous learning and best practices across the MSP environment.