New Hire Training for Everyone at Your MSP

New hire training for every job, from sales to tech support: how MSPs work, time tracking, security, AI and customer service. Every Empath Learn seat includes it, with Empath, Microsoft Learn and Curated Collection courses.

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19,000+

Courses, Paths and Modules in Every Learn Seat

200+

AI Roleplays for Practice

States With Harassment Editions

Empath Basics, About 6 Hours

Start Here: A New MSP Employee's First Three Courses

Every new MSP hire needs to understand the business, record time and protect client information before role training.

New MSP Employee 101: The Essentials for Everyone Empath, 87 min Learn how the MSP works.
Time Tracking: What Every MSP Employee Needs to Know Empath, 31 min Build a daily reporting habit.
Introduction to Security Awareness Empath, 58 min Start protecting client information.

After this baseline, choose a job path from the full course list: help desk, sales, service management or operations.

“There's something for everyone here. Every employee needs to speak Cybersecurity.
This includes techs, marketing, finance. I have my whole team signed up as it's great for onboarding new employees. Empath saves us time by unraveling the latest cyber news, like the new FTC safeguard rules. Empath demystifies topics like the NIST Cybersecurity Framework and cyber insurance so newcomers can get into the club.”

Ann Westerheim

President of Ekaru

What Training Does a New Hire at an MSP Need?

Empath gives MSPs role-based courses and pathways for onboarding new hires. Good new employee orientation training starts with how your MSP runs, then moves to the job itself.

Every new hire needs:

How the MSP business model works
Accurate, timely time tracking
Security awareness and why people are the weak link
AI basics: when to use it and how to use it safely
Customer service and communication
Harassment prevention and workplace conduct, with editions for eight states
How a ticket moves through your MSP, even for non-technical staff

Empath's seven basics, about 6 hours in all, cover the first five; the first tab lists them. The Curated Collection adds phishing lessons and AI roleplays for practice. Empath's other courses and the Collection cover the rest. Empath adds new courses every week.

In early 2025, every new hire at Nucleus Networks went through Empath training tracks; read Jennifer Roy's story.

Onboarding Courses by Skill

A sample from the full list of more than 19,000 courses, learning paths and modules, all in every Empath Learn seat.

Skill	Courses and Lessons	Example
The MSP basics	7 by Empath	New MSP Employee 101
Customer service	100+	Customer Service 101
Communication	300+	Talking at work
Time management	100+	Managing time
Ethics	100+	Code of conduct
Harassment prevention	Hundreds	State editions
Cybersecurity, from basics to certifications	750+	Spotting phishing
Microsoft products	4,600+	Working together in Teams
AI roleplays	200+	Business etiquette

A course can count in more than one row.

Empath Courses for Every New Hire

Courses from the Built for MSPs by Empath catalog. The first seven are the shared basics, about 6 hours in all; the rest go further on tickets, security and AI.

New MSP Employee 101: The Essentials for Everyone, Empath. MSP history and the business model, for newcomers and veterans alike. 87 minutes.
Time Tracking: What Every MSP Employee Needs to Know, Empath. Accurate, timely time entries, and why they matter for accountability and client satisfaction. 31 minutes.
Introduction to Security Awareness, Empath. An introduction to security awareness for MSP staff, and why human behavior is the weak link. 58 minutes.
AI Fluency, Empath. When to use AI and how to work with it safely in everyday tasks. 69 minutes.
Customer Service Basics Series: Customer Communications Basics, Empath. The series' course on client conversations. 42 minutes.
Customer Service Basics Series: Personal Communications Basics, Empath. Communication techniques, active listening and time management. 47 minutes.
Customer Service Basics Series: Team Communications Basics, Empath. Teamwork, collaboration and the behaviors that derail a team. 45 minutes.
Life Cycle of a Ticket, Empath. How a ticket moves from creation to resolution: triage, assignment and billing. 54 minutes.
Help! I'm New to my MSP: Cybersecurity Edition, Empath. EDR, BDR, SIEM and vulnerability management for non-technical staff such as sales and customer service. 72 minutes.
How Breaches Happen, Empath. Five examples of how a breach happens, in plain language. 65 minutes.
Using AI Chat Like a Pro, Empath. Practical prompts for planning, writing and operations at an MSP. 51 minutes.
AB-730: Transform business workflows with generative AI, Empath. Microsoft 365 Copilot at foundation level, for business and IT staff. 169 minutes.

Microsoft Learn for Teams, Outlook and Copilot

Microsoft's own training in the same Empath Learn seat: learning paths for Teams, Outlook and Copilot, plus two on security basics.

Collaborating with Microsoft Teams, Microsoft. A learning path on working together in Teams. 150 minutes.
Discover new Outlook for Windows, Microsoft. A learning path on the inbox, calendar and tasks. 139 minutes.
Draft, analyze, and present with Microsoft Copilot, Microsoft. A learning path on everyday Copilot use. 258 minutes.
Describe the concepts of cybersecurity, Microsoft. Plain cybersecurity concepts for any role. 137 minutes.
Introduction to security, compliance, and identity concepts, Microsoft. The first learning path on the topics of exam SC-900. 97 minutes.

Curated Collection Courses With AI Roleplays

Soft skills, workplace conduct and security basics, plus hundreds of AI roleplays: practice a real workplace conversation and get instant, personal feedback (what went well and what to change).

Customer Service 101, BizLibrary Productions. Seven lessons, including how to handle upset customers; three carry an AI roleplay. 45 minutes.
Communication at Work, BizLibrary Productions. Communication skills for everyday work. 78 minutes.
Business Etiquette, BizLibrary Productions. Professional conduct, with AI roleplays in five of its lessons. 41 minutes.
Conflict Management Crash Course, BizLibrary Productions. Everyday conflict skills. 17 minutes.
Time Management, BizLibrary Productions. A short course that pairs with Empath's time tracking course. 17 minutes.
Code of Conduct: Ethics and Professionalism, BizLibrary Productions. A short lesson on ethics at work, with an AI roleplay. 5 minutes.
Anti-Harassment Crash Course, BizLibrary Productions. Harassment prevention in one short course. 27 minutes.
Diversity at Work, BizLibrary Productions. Workplace conduct and respect for coworkers. 56 minutes.
Cybersecurity Fundamentals, BizLibrary Productions. Email security, phishing, passwords and social engineering for every employee. 86 minutes.

Illustration of a video course and course progress in Empath

Add-On Catalogs for Harassment Prevention and Copilot

Clip Training and Inspired eLearning are not in a base Learn seat. Either can be added for your team in Learn or for your clients in Grow.

Global Anti-Harassment (All Employees), Inspired eLearning. Harassment prevention for all staff. 30 minutes.
Microsoft 365 Copilot Intro, Clip Training. Copilot basics. 35 minutes.

Can I Build My Own Pathway for New Hires?

Yes. A pathway is a project plan for learning, with courses, lessons and quizzes in order. Build one for employee onboarding training from the courses in your Learn seat and your own courses in Empath.

Empath's pathway templates include the T1 Pathway Template for new technical hires and entry-level techs, and the Account Manager Pathway Template. Copy one and change it to fit. For everyone else, start with the seven basics as your own pathway.

For the plan around the courses, read Building Your Employee Onboarding Guide, a template for MSPs.

Which Courses Fit the Rest of Your Team?

After the basics, each new hire moves to the courses for their job. Techs go on to help desk and IT support training, and account managers and vCIOs to sales training. There are also courses for operations, HR and finance staff.

For the catalogs behind them, browse Empath's courses built for MSPs and the Curated Collection. To try a conversation before the real one, see how AI roleplays work. Or go back to the Empath course catalog.

Questions About New Hire Training

Short answers for MSP owners planning onboarding.

What are the different types of employee training programs?

Empath Learn covers five types of employee training programs: onboarding for every new hire, role training for each job, compliance training such as harassment prevention, technical training toward certifications and soft skills such as customer service. All five are in every Empath Learn seat, from Empath's own courses, Microsoft Learn and the Curated Collection.

What should new hire training cover at an MSP?

New hire training at an MSP should cover how the business works before the job itself. Empath's seven basics do that in about 6 hours: New MSP Employee 101, time tracking, an introduction to security awareness, AI Fluency and the three-part Customer Service Basics Series. Each new hire then moves on to the courses for their role.

Is new hire training included in Empath Learn?

Yes, new hire training is included in every Empath Learn seat, on every plan. The seat covers Empath's own courses, Microsoft Learn and the Curated Collection with its AI roleplays, plus live streams and the tools to build your own courses. Clip Training and Inspired eLearning are add-ons. For plan costs, see empathmsp.com/pricing.

How do I assign onboarding courses to a new hire?

Empath Learn gives each new MSP hire a common baseline and lets managers assign role-based pathways for help desk, sales, service management or operations. A Manager or Content Admin assigns courses or a whole pathway with a due date. The hire finds assignments under What's Next and See All Assignments; the Manager sees the team's progress. Tailor each pathway to the job.

Does Empath run phishing simulations for new hires?

No, Empath does not run phishing simulations and is not a security awareness platform. It has security awareness courses for every employee, such as the Curated Collection's Cybersecurity Fundamentals, which can help meet some training requirements. Cybersecurity Fundamentals' lessons on phishing and social engineering include AI roleplays for practice.

Does Empath have state harassment prevention training?

Yes, the Curated Collection in Empath Learn has hundreds of harassment prevention titles, with state editions for eight states: California, Connecticut, Delaware, Illinois, Maine, New York, Texas and Washington. Most state editions are short lessons. They can help with training requirements, but Empath does not claim that any course meets a state's legal requirement, so check your state's rules.

Want to See It for Your New Hires?

Book a demo and we will show you the onboarding courses and the AI roleplays in Empath Learn. Bring your onboarding checklist and ask how it would look as a pathway.