Technical Trainer

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Responsibilities (Text Only)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. Qualifications (Text Only)• 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 facilitate effectively to 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. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.