Product and Learner Support Specialist at Harvard Business Publishing providing technical support for digital learning platforms. Managing support tickets and resolving issues related to system integrations and user access.
About the role
- Implementation Support Specialist aiding project readiness and quality assurance for OpenLoop's tele-health solutions. Ensuring system stability and collaboration across internal teams in a hybrid model.
Responsibilities
- Supports implementation readiness by reproducing and documenting issues, validating configuration changes, and ensuring system stability before client handoff.
- Maintains trackers, dashboards, and shared documentation to reflect testing progress, open issues, and project status.
- Performs basic configuration validations, tests fixes, and identifies potential risks or inconsistencies.
- Collaborates with internal teams and Customer Success to communicate issue status and test outcomes.
- Provides QA coverage and testing support to Implementation Specialists and TPMs.
- Maintains incident logs, documents test results, and updates the internal knowledge base.
- Escalates issues promptly with severity details and context to ensure proper triage.
- Identifies recurring issues or inefficiencies in testing and implementation workflows, recommending improvements to enhance quality and team operations.
- Works closely with Implementation team to align on priorities, testing needs, and timelines across multiple client projects.
Requirements
- Bachelor’s degree in Business or Industrial Engineering, Information Systems, or related field.
- 0–2 years SaaS support, QA, or troubleshooting experience; strong documentation and problem-solving skills
- Ability to quickly learn and apply software configuration and troubleshooting skills (preferred).
- Curiosity about technology and willingness to learn low-code/no-code tools or workflow automation (e.g., Zapier, Make) is a plus.
- Strong organizational and time management skills; able to handle multiple priorities.
- Proactive problem-solver with a collaborative mindset.
- Fluency in English (C1) and excellent written and verbal communication skills.
- Available to work in a hybrid work model.
Benefits
- Formal employment (“Planilla”) under a Peruvian entity — all legal benefits in soles (CTS, Gratificaciones, etc.).
- Full-time schedule: Monday–Friday, 9am–6pm.
- Unlimited vacation days 🏖️ — yes, we mean it!
- EPS healthcare (Rimac) covered 100%.
- Oncology insurance (Rimac) covered 100%.
- AFP retirement plan.
- Coworking access in Miraflores, Lima — with free beverages, talks, bicycle parking, and amazing city views.
- Company laptop and tools provided.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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