Job Details
Job Title: Technical Customer Service Specialist Location: Brighton, MA (HBP) is an idea-driven company with a commitment to improving the practice of management. We're a wholly owned subsidiary of Harvard University serving customers across three primary markets: educational institutions, corporations, and individual managers.
**The opportunity:**
The **Technical Customer Service Specialist** position is a great opportunity for aspiring front- line service and support professionals to develop and demonstrate their personal portfolio of new and existing skills. As a member of Harvard Business Publishing's front- line Customer Service team, you will support customers from our three distinctive market groups: Higher Education, Corporate Learning, and individuals utilizing the Harvard Business Review website. You will learn about our entire catalog of products and services- including the Harvard Business Review magazine, our online interactive tool Harvard ManageMentor as well as our award-winning simulations and case studies utilized by universities around the globe. With confidence and proficiency- you will apply your product knowledge to service our various categories of customers: professors, students, managers, and business-minded individuals from all corners of the world.
**What youll do:**
* With your in-depth website and product knowledge you will assist our customers navigating and utilizing the tools on our websites, and how to best employ our extensive array of products to suit customer needs
* Website support includes helping Professors navigate the Higher Education website, hbsp.harvard.edu, to search for products, build course packs, set-up and run online learning tools, and help students access their assigned course packs. It also includes helping users of hbr.org, and Harvard Business Review magazine subscribers
* Product offerings include simulations, online learning tools, tutorials, books, eBooks, case studies, articles, podcasts, webinars, videos, and Harvard Business Review subscriptions
* Utilize our state-of-the-art systems to conduct customer interactions via phone, email, and chat to provide excellent service, respond efficiently, and maintain high customer satisfaction
* Capture priceless customer feedback to assist product, content, and website developers implement changes
**Schedule:**
*This position is remote with occasional pre- scheduled visits to our Brighton, Ma. Office location for training and employee engagement activities.*
*The schedule for this position includes weekend days.*
* *Saturday and Sunday, 9am- 5pm ET*
* *Monday, Tuesday, Wednesday, 8:30- 5:30pm ET*
*During the onboarding/training period the schedule will be Monday through Friday with occasional scheduled visits to the Brighton, Ma office.*
*Over the course of the calendar year- this position requires some schedule flexibility during holiday and peak periods.*
**What were looking for:**
* Post-Secondary education bachelors degree preferred
* At least one-year of client service experience - preferably in a technical customer service role in a Contact Center or customer facing environment
* Proven listening and troubleshooting skills with the ability to explain technical information to non-technical people in a clear, empathetic, well-organized manner
* Outstanding written skills for both emails and chat
* Confident at troubleshooting, and investigative skills when faced with complicated customer requests
* Detail oriented, decisive, and highly motivated with excellent ownership and follow-through
* Ability to quickly assimilate technical concepts and new technology
* Knowledge of web collaboration tools, ticketing systems, mobile devices, learning management systems a plus
**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!