.Harvard Business Publishing (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.Hours: 8:00am - 4:00pmKey Responsibilities: (specific key duties/responsibilities of position)Client and learner support:- Ensuring positive client experience through high quality service and communication- Assisting clients with system setup and resolving any technical issues they might experience- Informing clients about next steps in their fulfilment journey- Following up with clients on open questions and deadlines- Supporting individual learners by responding to their questions and analyzing / reporting errors, failures, or malfunctions to relevant escalation points- Capturing client information and details on interactions such as nature of query, decisions made, actions involved, resolution and next steps agreed upon- Analyzing client feedback and advising on areas of improvementSolution implementation support:- Complete administrative tasks including but not limited to: Scheduling, solution configuration and maintenance, data collection, reports, certificates and badges- Coordinate with other HBP colleagues to support execution of fulfilment journeys and deliverables- Recognize and resolve quality-control issues quickly and completely, taking personal responsibility for a positive outcome- Work to continually improve team processes and workflowsRequirements: (education, experience, communication/organization skills, work environment, etc.)- Detail oriented team member known for consistently responding appropriately to internal partners, external parties, and clients- Effective communicator able to share information in a clear and concise way- Ability to adapt quickly to changing priorities and handle multiple tasks simultaneously- Proven success working within a team setting and across cultures with clients around the globe- Ability to work flexible hours to support international locations- Inclusive team player, comfortable working across cultures in a virtual environment with colleagues located around the globe- Successful collaborator and stakeholder manager who acts with integrity, honors commitments and strives for excellence- Minimum of 1-3 years experience in a high-volume client or customer service-oriented position- Bachelor's degree or equivalent- Familiarity with virtual classroom platforms such as Webex, Zoom or MS Teams- Strong written and oral communication skills in English and Spanish, additional languages are an assetWhat we offerAs 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