Product and Learner 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

The Product and Learner Support Specialist provides technical and administrative support to clients using digital learning platforms and related technologies. The role includes managing support tickets, troubleshooting complex issues escalated from customer service teams, and resolving technical problems involving system integrations, user access, and content delivery.

This position requires familiarity with support tools, ticketing systems, and standard Havard Business Impact applications. The specialist is also responsible for managing administrative settings across multiple platforms, ensuring system accuracy, and maintaining clear documentation. Collaboration, adaptability, and a proactive approach to improving support processes are essential aspects of this role.

Key Responsibilities:

• Respond to and resolve client administrator or stakeholder inquiries through a centralized ticketing system, ensuring timely and accurate support across a range of Harvard Business Impact products.
• Develop and maintain expert level knowledge of learner facing platforms, HBI websites, and content delivery methods to effectively assist clients and internal stakeholders.
• Provide Tier 2 support for issues escalated by the Customer Service team, focusing on technical troubleshooting and root cause identification.
• Assist with the diagnosis and resolution of technical issues related to single sign-on (SSO), datafeeds, platform integrations, and client access.
• Support the administration and configuration of core learning platforms and reporting tools (e.g., HMM, HBR Spark, Brightspace, DOMO).
• Collaborate with peers across the Learner and Technology Services team, contributing to a positive, solution-oriented team culture and knowledge-sharing environment.

Requirements

• Familiarity with Microsoft Office Suite (Word, Excel, Teams), CRM and ticketing systems (such as Salesforce or Zendesk), Splunk, and/or learning management systems.
• Ability to clearly and confidently communicate basic technical information to non-technical users, while working collaboratively with internal teams to resolve client issues.
• Demonstrated ability to adapt quickly to shifting priorities, new tools, and evolving client needs in a fast-paced environment.
• Proficient in the use of personal computers, mobile devices, web-based applications, and interactive learning tools.
• Strong written and verbal communication skills, with a focus on delivering professional, client-centered support and collaborating effectively with cross-functional teams.
• Detail-oriented approach to documenting troubleshooting steps, solutions, and platform behaviors to support internal knowledge-sharing and prevent repeat issues.
• Proactive mindset with the ability to identify emerging issues, surface trends, and contribute ideas for process or service improvements.

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.