Technical Support Training Manager 3

Overview

Job Description

The Technical Support Training Manager 3 designs develops and delivers training programs that build the technical procedural and customer‑service capabilities of global Technical Support employees. The position ensures new hires and existing team members gain the knowledge and skills required to support Hyland products effectively through structured onboarding and ongoing learning. 

Responsibilities

• Develop and deliver new‑hire training programs by creating structured onboarding curricula coordinating scheduling and facilitating virtual and in‑person sessions to ensure Technical Support employees develop foundational technical and customer‑service skills. 
• Facilitate ongoing training sessions by maintaining and updating content for technical modules best practices and process changes to keep Support team members aligned with current product functionality and support standards. 
• Train employees on customer‑contact handling by demonstrating call‑troubleshooting techniques documentation expectations customer‑service practices and proper use of internal tools to improve service quality and case accuracy. 
• Serve as the Technical Support training subject-matter expert by maintaining up‑to‑date knowledge of Hyland products and processes and by partnering with product-specific SMEs to ensure training materials reflect the most current information. 
• Collaborate with instructional designers product managers and Education Services by reviewing materials and aligning updates to ensure accuracy consistency and effective knowledge transfer across training deliverables. 
• Analyze training effectiveness by reviewing customer detractor trends performance data and feedback to identify opportunities for improvement and recommend enhancements to training programs. 
• Identify skill gaps in new‑hire classes by monitoring progress assessing knowledge retention and partnering with Technical Support leadership to adjust future training plans and improve readiness. 
• Design and modify training curricula by incorporating product updates process changes and learner feedback to ensure training remains relevant engaging and effective. 
• Deliver in‑person training sessions by traveling to designated locations (up to 50%) to support global learners and ensure consistent training experiences. 
• Mentor coach train and provide feedback to other team members; may provide feedback to leadership on technical abilities of team.
• Document and maintain training resources by organizing materials within approved systems and updating content regularly to ensure accessibility and standardization across teams. 
• Support additional learning and development initiatives by assisting with project-based work specialized workshops and cross-functional training efforts to strengthen overall Technical Support capability.

Minimum Qualifications

• Bachelor's degree or equivalent experience
• 8+ years of professional experience including 3+ years delivering training or equivalent Hyland experience. 
• Strong verbal and written communication skills with the ability to facilitate professional learner-centered training sessions
• Microsoft Windows and Office proficient
• Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Strong organizational multi-tasking and time management skills
• Strong collaboration skills applied successfully within team as well as with all levels of employees in other areas
• Strong Microsoft Excel skills
• Strong leadership sound judgement and business acumen skills
• Strong facilitation and project management skill
• Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Strong data gathering interviewing and analytical/problem solving skills
• Strong critical thinking and problem solving skills
• Strong abilty to use original thinking to translate goals into the implementation of new ideas and design solutions
• Self-motivated with the ability to manage projects to completion with minimal oversight
• Able to thrive in a fast paced deadline driven environment
• Strong attention to detail
• Demonstrated ability to influence motivate and mobilize team members and business partners
• Strong ability to develop and use engaging informative and compelling presentation methodologies
• Strong ability to handle sensitive information with discretion and tact
• Strong ability to establish rapport and gain the trust of others; effective at gaining consensus
• Ability to work independently and in a team environment
• Ability to coach mentor and provide feedback to team members in a timely manner
• Demonstrated ability to coach teach and simplify complex technical concepts. 
• Ability to build collaborative positive working relationships across teams. 
• Strong organizational skills with the ability to manage multiple deadlines and meet defined objectives. 
• Ability to quickly research learn and communicate unfamiliar technical information. 
• Demonstrated critical‑thinking skills with ability to analyze processes and propose improvements. 
• Flexibility and adaptability in a dynamic evolving environment. 
• Strong knowledge of systems administration
• Strong knowledge of operating systems such as or
• Strong knowledge of Linux Operating systems
• Strong knowledge of Microsoft Operating systems and products
• Strong knowledge of Unix Operating systems
• Up to 50% travel time required