Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Are you interested in being part of an innovative and growing skilling and training organization in Microsoft? Are you looking for an exciting opportunity to apply your knowledge of learning and employee growth to improve learner experiences? Do you want to turn your great ideas into tangible results that make a difference? Do you have a passion for customer service? If that’s the case, Microsoft has an amazing opportunity for you!

The Customer Services and Support (CSS) organization, which is a part of the Customer Experience & Success organization (CE&S), is on the front lines with our customers to achieve the most impactful customer experiences and enable them to make the most of their technology investments. Specifically, CSS serves Microsoft customers in 191 countries and 46 languages, providing best-in-class support for platforms and productivity services. We seek out people from diverse backgrounds who exhibit passion, professional competence, and experience in services delivery with complex projects or environments.
pecific to this role, we are seeking a dynamic and experienced Trainer to enable Microsoft new hire support professionals with the skills necessary to succeed in customer and support interactions. This role involves delivering high-quality learning experiences to learners with diverse educational and professional backgrounds. The Trainer will ensure consistent professional, technical, tools and process skill development across Microsoft employees and will be responsible for the onboarding and continued professional development of our learners.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Key Responsibilities:
Deliver and guide professional, technical, tools, and process customer service training for CSS through classroom, online and virtual experiences.
Manage breakout sessions, including setting expectations, presenting content, managing activities, and daily close.
Guide AI tooling as part of the learning experience, including coaching in the flow of work and skills simulator.
Provide feedback on the effectiveness and improvement of AI tools used in training.
Introduce new hires to support onboarding and learning resources, guiding them through curriculum and role requirements.
Provide real-time feedback and assist with iterative program design improvements.
Coach and track employees through online learning, enabling peer-to-peer and SME coaching.

Report on KPIs and metrics, providing analytics to support program evaluation and improvement.

Manage feedback surveys, provide insights by cohort and program, and support scorecard reporting.
Improve service quality and ensure training programs are current and aligned with learner needs.

Facilitate training sessions (virtual and in-person) for diverse learner groups.

Manage onboarding programs and maintain learning management systems.

Conduct needs analysis and design instructional content.

Collaborate with cross-functional teams and subject matter experts to deliver training.

Monitor and report on KPIs, recommending program improvements.

Provide coaching and mentoring to learners.

Support technical training and customer service excellence initiatives.

Ensure training aligns with adult learning principles and best practices.

Handle multiple projects and meet deadlines in a complex environment.

Qualifications

Bachelor's Degree AND 2+ years experience in training, education, information technology (IT), cloud systems, datacenter environments, server environments, or computer technologies OR equivalent experience.

Proven experience in training facilitation, preferably in a corporate or technical environment.
Strong understanding of professional skills development and customer service excellence.
Excellent communication and presentation skills.
Ability to manage virtual training environments and breakout sessions effectively.
Experience with onboarding programs and learning management systems.
Analytical skills to report on KPIs and contribute to program enhancements.
Ability to collaborate with cross-functional teams and subject matter experts.
Experience working with diverse learner groups, including interns and university hires.
Demonstrated coaching and mentoring skills.
Strong knowledge of adult learning theories, interactive training, instructor-led training, self-paced instruction, evaluation methods, and performance support systems.
Proven experience in needs analysis, instructional design, content development, and learning technologies.
Experience providing customer support in a technical support organization supporting Microsoft products.
Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
Demonstrated ability to prioritize, organize, and manage multiple projects to meet deadlines.
Collaborative approach, able to work well with trainers, instructional designers, vendors, program managers, and business stakeholders.
Excellent analytical skills and experience in identifying improvement opportunities, generating ideas, and implementing solutions.
Medium/High technical skills and understanding of Microsoft technologies.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Technical Training