Learner & Technology Services Specialist

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Harvard Business Review

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1922

📚 Education

📱 Media

🤝 Non-profit

Education • Media • Non-profit

Harvard Business Review is a globally recognized provider of management thinking and organizational best practices. As an affiliate of Harvard Business School, it operates as a not-for-profit organization under Harvard Business Publishing. Through its flagship magazine, books, digital content, and educational tools, Harvard Business Review empowers professionals by delivering rigorous insights and innovative solutions that enhance leadership and organizational performance.

📋 Description

• Serve as the primary owner and subject matter expert for EU Datacenter operations, processes, restricted PII workflows, and client support activities • Provide advanced Tier 2 technical support by troubleshooting complex platform, user, integration, and system issues while ensuring timely resolution and communication • Manage user administration activities, including account provisioning, permissions, access management, and related operational processes • Support and troubleshoot technical integrations, including LMS integrations, Single Sign-On (SSO), APIs, xAPI connections, and data feeds • Partner with internal teams, third-party vendors, and platform providers to investigate issues, implement solutions, communicate updates, and improve service delivery • Monitor support trends, identify recurring issues, and recommend process, system, and operational improvements that enhance the client experience • Develop and maintain documentation, knowledge articles, and operational procedures that promote consistency, scalability, and team effectiveness • Represent the support team in cross-functional initiatives, advocating for client-focused solutions and continuous improvement across the business.

🎯 Requirements

• 5+ years of experience in educational technology, technical support, product support, client success, systems administration, implementation, or a related field • Demonstrated experience troubleshooting complex technical and operational issues, identifying root causes, and driving issues through resolution while balancing client needs and business priorities • Strong proficiency with Microsoft Office Suite, CRM and ticketing platforms (such as Salesforce and Zendesk), learning management systems (LMS), Splunk, Jira, or similar enterprise technologies • Excellent communication and relationship-building skills, with the ability to translate technical concepts for both technical and non-technical audiences and collaborate effectively across teams • Strong organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities, maintain detailed documentation, and deliver results in a fast-paced environment • Demonstrated commitment to customer service excellence, continuous process improvement, and operational best practices • Experience handling sensitive customer information and working within established data privacy and security requirements.

🏖️ Benefits

• Competitive compensation and benefits package • Education reimbursement • Early-release Summer Fridays