Client Support Specialist
hace 5 días
Harvard Business Publishing (HBP) is an idea-driven company with a commitment to improving the practice of management. We're a wholly owned subsidiary of Harvard University serving customers across three primary markets: educational institutions, corporations, and individual managers.
Hours: 8:00am - 4:00pm
Key Responsibilities: (specific key duties/responsibilities of position)
Client and learner support:
- Ensuring positive client experience through high quality service and communication
- Assisting clients with system setup and resolving any technical issues they might experience
- Informing clients about next steps in their fulfilment journey
- Following up with clients on open questions and deadlines
- Supporting individual learners by responding to their questions and analyzing / reporting errors, failures, or malfunctions to relevant escalation points
- Capturing client information and details on interactions such as nature of query, decisions made, actions involved, resolution and next steps agreed upon
- Analyzing client feedback and advising on areas of improvement
Solution implementation support:
- Complete administrative tasks including but not limited to: Scheduling, solution configuration and maintenance, data collection, reports, certificates and badges
- Coordinate with other HBP colleagues to support execution of fulfilment journeys and deliverables
- Recognize and resolve quality-control issues quickly and completely, taking personal responsibility for a positive outcome
- Work to continually improve team processes and workflows
Requirements: (education, experience, communication/organization skills, work environment, etc.)
- Detail oriented team member known for consistently responding appropriately to internal partners, external parties, and clients
- Effective communicator able to share information in a clear and concise way
- Ability to adapt quickly to changing priorities and handle multiple tasks simultaneously
- Proven success working within a team setting and across cultures with clients around the globe
- Ability to work flexible hours to support international locations
- Inclusive team player, comfortable working across cultures in a virtual environment with colleagues located around the globe
- Successful collaborator and stakeholder manager who acts with integrity, honors commitments and strives for excellence
- Minimum of 1-3 years experience in a high-volume client or customer service-oriented position
- Bachelor's degree or equivalent
- Familiarity with virtual classroom platforms such as Webex, Zoom or MS Teams
- Strong written and oral communication skills in English and Spanish, additional languages are an asset
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
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