Product and Learner Support Specialist

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-o...