Product Support Specialist - Salesforce

Role Overview: As a Product and Learner Support Specialist at Harvard Business Publishing (HBP), you will provide technical and administrative support to clients using digital learning platforms and related technologies. Your responsibilities will include managing support tickets, troubleshooting complex issues escalated from customer service teams, and resolving technical problems involving system integrations, user access, and content delivery. 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. - Support the administration and configuration of core learning platforms and reporting tools, collaborating with peers across the Learner and Technology Services team to contribute to a positive, solution-oriented team culture and knowledge-sharing environment. - 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. Qualifications Required: - 3-5 years' experience in any of the related fields such as sales, consulting, publishing, educational technology, technical support, or client success. - Proficiency with support tools, ticketing systems, and standard Havard Business Impact applications. - Familiarity with CRM and ticketing systems (e.g., Salesforce or Zendesk), Splunk, and/or learning management systems. - Strong written and verbal communication skills. - Ability to adapt quickly to shifting priorities and evolving client needs in a fast-paced environment. - Detail-oriented with a proactive mindset for process or service improvements. Role Overview: As a Product and Learner Support Specialist at Harvard Business Publishing (HBP), you will provide technical and administrative support to clients using digital learning platforms and related technologies. Your responsibilities will include managing support tickets, troubleshooting complex issues escalated from customer service teams, and resolving technical problems involving system integrations, user access, and content delivery. 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. - Support the administration and configuration of core learning platforms and reporting tools, collaborating with peers across the Learner and Technology Services team to contribute to a positive, solution-oriented team culture and knowledge-sharing environment. - 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