Harvard Business Review

Product and Learner Support Specialist

Harvard Business Review

full-time

Posted on:

Location Type: Office

Location: Gurugram • India

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Tech Stack

Splunk

About the role

  • Provide technical and administrative support to clients using digital learning platforms and related technologies
  • Manage support tickets and troubleshoot complex issues escalated from customer service teams
  • Resolve technical problems involving system integrations, user access, and content delivery
  • Maintain clear documentation and ensure system accuracy across multiple platforms
  • Collaborate with peers across the Learner and Technology Services team

Requirements

  • 3-5 Years’ experience in any of the related fields; sales, consulting, publishing, educational technology, technical support, product support or client success
  • 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
  • A minimum of a four-year degree from an accredited institution of higher education.
Benefits
  • competitive compensation and benefits package
  • meaningful programs focused on career development and employee wellness
  • education reimbursement
  • early-release Summer Fridays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportsystem integrationsuser accesscontent deliverytroubleshootingdocumentationclient successeducational technologyweb-based applicationsinteractive learning tools
Soft Skills
communicationcollaborationadaptabilitydetail-orientedproactive mindsetproblem-solvingclient-centered supportteamworktime managementcritical thinking