Technical Support Training Manager

Overview

Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content processes and cases for organizations across the globe we enabled more than 20000 organizations to digitalize their workplaces and transform their operations.

Currently we are looking Technical Support Training Manager 3

The Technical Support Training Manager 3 designs delivers and continuously improves technical support training programs that enable global Technical Support teams to effectively support Hyland products. This role owns onboarding and ongoing technical training ensuring employees are prepared current and aligned to support standards.

• Design and deliver structured onboarding programs that build foundational technical process and customer service skills

• Develop andmaintainongoing technical training aligned to product updates process changes and support standards

• Train support employees on customer interactions troubleshooting techniques documentation expectations and internal tools

• Serve as a technical training subject matter expert bymaintainingdeep knowledge of Hyland products and support processes

• Partner with Product Technical Support SMEs Instructional Design and Education Services to ensure training accuracy and consistency

• Evaluate training effectiveness using performance data feedback and customer trends; recommend and implement improvements

• Identifyskill gaps in new hires and existing teams; adjust curricula to improve readiness andproficiency

• Maintain standardized training materials and documentation within approved systems

• Deliver inperson training sessions as needed to support global teams (up to 50% travel)

• Coach and mentor team members; provide feedback to leadership on technical readiness and development needs

• Support broader learning initiatives including workshops special projects and crossfunctional enablement efforts
• Comply with all corporate and departmental privacy and data security policies and practices including but not limited to Hylands Information Systems Security Policy

• Bachelors degree or equivalent experience

• 8 years of professional experience including 3 years delivering technical training or equivalent Hyland experience

• Proven ability to design andfacilitateeffective learnerfocused technical training

• Strong technicalaptitude and understanding of support operations

• Excellent written and verbal communication skills

• Strong analytical skills with the ability to assess effectiveness and drive improvement

• Experience collaborating across technical and business teams

• Strong organizational project management and timemanagement skills

• Ability tooperateindependently and manage multiple initiatives

• Proficiencywith Microsoft productivity tools including Excel

• Ability to work effectively in a fastpaced deadlinedriven environment

• Ability to handle sensitive information with discretion

Hylands Offering

Were proud of our cultureand take employee engagement seriously. By listening toemployees feedbackwere able to provide meaningful benefits and programs to our workforce.

• Learning & Development- development budget (used for certifications conferences etc..) tuition assistance program 4000 self-paced online courses instructor-led webinars mentorship programs structured on-boarding experience full of trainings dedicated Learning & Development department supporting our employees.
• R&D focus cutting edge technologies constant modernization efforts dynamic and innovative environment dedicated R&D Education Services department to help you grow.
• Work-life balance culture flexible work environment and working hours (we are working in task-based system!) possibility to work from home we value trust and we believe efficiency does not depend on your actual location however we would like to spend time together in the office!
• Well-being- private medical healthcare life insurance gym reimbursement.
• Community Engagement Volunteer time off (24h/year).
• Diversity & Inclusion employee resource groups inclusion benefits and policies
• Niceties & Events snacks and beverages employee referral program birthday baby gifts and employee programs

If you would like to join the company wherehonesty integrity and fairnesslie in the bottom of values where people are truly passionate about technology and dedicated to their work connect with us!

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race color religion creed national origin or ancestry sex age physical or mental disability veteran or military status genetic information sexual orientation marital status gender identity or any other legally recognized protected basis under federal state or local laws regulations or ordinances. The information collected by this application is solely to determine suitability for employment verify identity and maintain employment statistics on applicants