Prod Support Specialist

hace 3 semanas

Desde casa, México Harvard Business Publishing A tiempo completo

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.**Job Description**:The Product Support Specialist is responsible for supporting the day-to-day operations of core customer-facing Corporate Learning products. The role also requires representing HBP with expertise as a technical product consultant in a manner that protects the brand and creates customer loyalty to our global customer base and responding to internal and external stakeholder requests in a manner that meets and/or exceeds the expectations of service and defined SLA’sKey Responsibilities:- Be an expert in using and explaining our customer facing websites, digital content delivery methods and vast product lines- Partner with other members of the Digital Center of Excellence on client support, troubleshooting and rollout activities- Perform Tier 2 troubleshooting work on tickets escalated from HBP’s Customer Service- Develop and record training documentation and/or process documentation as needed- Fulfill completion on tickets and task based worked as assigned to the Product Support team- Accept feedback and criticism in a positive, helpful concerned way, acknowledging your understanding and working out a solution which is both acceptable to our client and within the policies and procedures of HBP**Requirements**:- Knowledge and Skills- Customer focused attitude with ability to explain technical information to non-technical people with compassion- Ability to adapt quickly to changing priorities and handle multiple tasks simultaneously- Organizational, analytical, and problem-solving skills- Detail oriented, decisive, and highly motivated with excellent follow-through- Proven success working within a team setting and across cultures with clients around the globe- Outstanding communication skills in English, both written and verbal. Other languages a plus.- Familiarity with Adobe Acrobat Reader, MS Office (emphasis on Excel), CRM ticketing systems (Zendesk), Salesforce and/or LMS, LXP or additional learning management platforms- 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 collegeWhat we offerAs 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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