学习者与技术服务中心专员（欧洲）
Learner & Technology Services Specialist (EU)
哈佛商业出版公司（Harvard Business Publishing）（HBP）——创新管理思维的首选平台。我们为终身学习者提供服务，帮助他们在不断变化的世界中提升管理实践。这一使命激励着我们每个人去发掘每个人心中的领导者——包括你！
**机会**
哈佛商业影响力（Harvard Business Impact）赋能组织释放员工的全部潜力，并在快速变化的世界中推动变革。
**学习者与技术服务中心（LTS）欧洲联盟数据中心（EUDC）专家**是欧盟数据中心运营的主要专家，也是需要技术与运营支持的客户的主要联系人。该职位支持使用哈佛商业出版公司数字学习平台和服务的组织，结合技术专长与卓越的客户关系管理，提供高接触度、高标准的支持体验。EUDC 专家负责管理欧盟数据中心特定流程，确保符合相关隐私要求，保护受限的个人身份信息，并确保客户获得及时、有效且主动的支持。
这是一个多功能职位，结合了二级技术支持、平台管理、用户管理、运营监督和技术集成支持。理想的候选人是一位优秀的沟通者和关系建立者，能够在面向客户的环境中茁壮成长，自信地处理升级问题，与各级利益相关者合作，并在持续提供卓越客户体验的同时，将业务需求与技术解决方案相结合。
**你将负责**
- 作为欧盟数据中心运营、流程、受限个人身份信息工作流及客户支持活动的主要负责人和专家。
- 提供高级二级技术支持，通过有效的沟通、问题负责和及时解决，解决复杂的平台、用户、集成和系统问题，同时提供高接触度、以客户为中心的支持体验。
- 通过担任值得信赖的合作伙伴、管理升级问题、设定明确期望并在问题解决过程中提供主动更新，建立并维护良好的客户关系。
- 管理用户管理相关工作，包括账户分配、权限设置、访问管理，
查看英文原文
[Harvard Business Publishing](https://www.harvardbusiness.org/about-harvard-business-publishing/) (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!
**The opportunity**
[Harvard Business Impact](https://www.harvardbusiness.org/) empowers organizations to unlock the full potential of their people and drive transformation in a rapidly changing world.
The **Learner and Technology Services (LTS) European Union Datacenter (EUDC) Specialist** serves as the primary subject matter expert for EU Datacenter operations and the primary point of contact for clients requiring technical and operational support. Supporting organizations that utilize Harvard Business Publishing's digital learning platforms and services, this role combines technical expertise with exceptional customer relationship management to deliver a high-touch, white-glove support experience. The EUDC Specialist is responsible for managing EU Datacenter-specific processes, safeguarding restricted PII in compliance with applicable privacy requirements, and ensuring clients receive timely, effective, and proactive support.
This is a multi-purpose role that combines Tier 2 technical support, platform administration, user management, operational oversight, and technical integration support. The ideal candidate is a strong communicator and relationship builder who thrives in a client-facing environment, confidently manages escalations, partners with stakeholders at all levels, and bridges business needs with technical solutions while consistently delivering an exceptional customer experience.
**What you'll do**
- Serve as the primary owner and subject matter expert for EU Datacenter operations, processes, restricted PII workflows, and client support activities.
- Provide advanced Tier 2 technical support by troubleshooting complex platform, user, integration, and system issues while delivering a high-touch, client-focused support experience through effective communication, issue ownership, and timely resolution.
- Build and maintain strong client relationships by serving as a trusted partner, managing escalations, setting clear expectations, and providing proactive updates throughout the issue resolution process.
- Manage user administration activities, including account provisioning, permissions, access management, and related operational processes.
- Support and troubleshoot technical integrations, including LMS integrations, Single Sign-On (SSO), APIs, xAPI connections, and data feeds.
- Partner with internal teams, third-party vendors, and platform providers to investigate issues, implement solutions, communicate updates, and improve service delivery.
- Effectively manage multiple priorities, critical client needs, and competing deadlines in a fast-paced environment while maintaining a high standard of quality, responsiveness, and customer satisfaction.
- Monitor support trends, identify recurring issues, and recommend process, system, and operational improvements that enhance the client experience.
- Develop and maintain documentation, knowledge articles, and operational procedures that promote consistency, scalability, and team effectiveness.
- Represent the support team in cross-functional initiatives, advocating for client-focused solutions and continuous improvement across the business.
**What you'll bring**
- 5+ years of experience in educational technology, technical support, product support, client success, systems administration, implementation, or a related field.
- Demonstrated experience troubleshooting complex technical and operational issues, identifying root causes, and driving issues through resolution while balancing client needs and business priorities.
- Strong proficiency with Microsoft Office Suite, CRM and ticketing platforms (such as Salesforce and Zendesk), learning management systems (LMS), Splunk, Jira, or similar enterprise technologies.
- Excellent communication and relationship-building skills, with the ability to translate technical concepts for both technical and non-technical audiences and collaborate effectively across teams.
- Strong organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities, maintain detailed documentation, and deliver results in a fast-paced environment.
- Demonstrated commitment to customer service excellence, continuous process improvement, and operational best practices.
- Experience handling sensitive customer information and working within established data privacy and security requirements.
**You'll stand out if you have**
- Experience supporting clients in a SaaS, EdTech, or enterprise software environment.
- Familiarity with GDPR, EU data privacy regulations, or regulated data environments.
- Experience supporting Single Sign-On (SSO), LMS integrations, APIs, xAPI, identity management systems, and data feeds.
- Knowledge of escalation management, incident response, troubleshooting authentication issues, and service operations.
- Experience utilizing reporting, analytics, or monitoring tools to identify trends and improve service delivery.
**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!
HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
This position is open to candidates who are currently based in and authorized to work in the **Netherlands**. The salary range for this role is **€65,500 to €74,000 annually**, depending on experience, skills, qualifications, and overall alignment with the requirements of the position. In addition to base salary, employees are eligible for Harvard Business Publishing's comprehensive benefits package and other company-sponsored programs offered in accordance with local employment practices.
Above is the annualized pay range for this position. In addition, this position includes the opportunity to earn our annual Performance Based Variable Pay Program. Actual salary will be set based upon a range of factors, including external benchmark market data, individual knowledge, skills, experience, location and internal equity.