Technical Product Support Specialist

Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!

The opportunity

Job Description:

The Technical Product Support Specialist is responsible for supporting day-to-day operations of customer facing Corporate Learning products. As a member of the TPS team the ability to communicate technical information clearly and empathetically will be essential in ensuring a positive customer experience. Essential to this role is the ability to work with cross-functional teams, like product management and third party partners, to identify trends, escalate recurring issues, and recommend enhancements that improve product performance and user satisfaction. The responses to these requests will be assessed against predefined expectations and measurable metrics

Key Responsibilities:

• Provide support to client admins regarding HBP Products via a central ticketing system and when needed via Phone/Video conferencing software
• Proficient knowledge level on our end learner facing products, websites, and content delivery methods
• Provide Tier 2 troubleshooting assistance to escalated tickets from the HBP Customer Service team
• Technical troubleshooting knowledge on SSO connections for datafeed, integration, and client level access issues
• Actively work as a productive and positive member of the greater Learner and Technology Services team
• Execute relevant daily work processes within agreed upon SLA timelines
• Manage all CL applications at the Super Admin level for all HBP learning platforms and reporting dashboards (HMM, HMM Spark, LeadingEdge, Brightspace, DOMO)

Requirements

• Knowledge and Skills
  • Familiarity with MS Suite (Word, Excel, Teams), CRM Ticketing Systems, Salesforce, Splunk, And/or learning management systems
  • Ability to convey technical information clearly to non-technical users and collaborate effectively with team members.
  • Demonstrated ability to swiftly adjust to shifting priorities, new information, and manage multiple tasks concurrently
  • Proficient in using personal computers, mobile devices, interactive products, and web-based applications
  • Strong communication skills are essential for effectively collaborating with team members and engaging with clients
  • Ensuring accurate documentation and thorough troubleshooting to avoid recurring issues.
  • Taking initiative to identify potential issues before they escalate and suggesting improvements to processes.

• Experience and Education
  • 3-5 Years’ experience in any of the related fields; sales, consulting, publishing, educational technology, technical support, product support or client success
  • A minimum of a four-year degree from an accredited institution of higher education
     

What we offer

As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays!

HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.