Technical Support Training Manager

Job description

Overview The Technical Support Training Manager 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 main...