Technical Trainer - Managed Services

Make a difference. Be happy. Grow your career.

The Technical Trainer is responsible for designing, delivering, and continuously improving technical and process training, enabling Managed Services Teams to support client satisfaction by equipping contact-center agents with the necessary skills and knowledge to provide excellent customer support. The Technical Trainer also provides support in meeting SLA commitments and works cross functionally to improve overall quality outcomes. This role ensures service desk and remote services staff are technically proficient, process-compliant, and client-ready across tools, platforms, and managed service offerings.

This role partners closely with Operations, Quality, Knowledge Management, and Client Delivery to align training with real-world performance needs and evolving client environments.

Key Responsibilities

The Technical Trainer will be responsible for, but not be limited to:

Building and sustaining a highly performing managed services workforce through effective, role-based technical training

Reducing operational risk and performance variability through creation and delivery of standardized onboarding and continuous learning content

Establishing and monitoring training schedules and tracking, content, and metrics

Developing training materials to include instructor-led sessions, self-paced modules, labs, simulations, and assessments to role-based technical positions within managed services

Continuously improving training methods to meet the needs of a growing, evolving managed services organization

Translating client environments, tooling, and documentation into clear, consumable training content

Ensures training aligns with ITIL practices, security/compliance requirements (e.g., HIPAA where applicable), and internal SOPs

Develops, organizes, and facilitates talent development programs, such as new employee training, continuous improvement education, contact center best practices, and skills training (IT, Clinical and Patient Portal Support)

Creates interactive distance learning solutions to reach Nordic’s remote audience

Supports cross-training initiatives to improve coverage, resilience, and career progression

Serves as subject matter expert for all service desk contact center clients and systems. In addition, delivers continuous education for new tools, platforms, client changes, and service offerings

Partner with Operations and QA to define “production-ready” criteria

Accelerates time-to-productivity and improving service quality, SLA attainment, and customer experience

Provide performance analysis feedback to Service Desk leadership as appropriate

Assist with knowledge base creation and maintenance as necessary

Collaborate with QA, Service Desk Leadership, and Reporting teams to identify training needs based on KPI trends (e.g., FCR, AHT, Reopen/Error rates). A