The HBS Live classroom is a virtual learning studio that allows 60-90 real-time participants and potentially thousands of observers to engage in case-based discussions across the globe. The Senior Media & Technical Support Specialist has dual responsibilities in offering exceptional computing and administrative support to participants for our HBS Live sessions, largely through email and remote-support-tool contact, and in supporting our HBS Live platform that uses video conferencing technology, primarily through phone support. In addition, this role will act as the system administrator for user management and systems for HBS Live. As HBS Live continues to scale the support model the two new Live studios and virtual platforms, this role requires someone who is flexible and is able to adapt to different support models and environments. The Specialist shows strong technical and professional skills, and provides world-class customer service. S/he resolves customer service requests by providing timely, high-quality resolutions on first contact and referring those not resolved quickly to other teams (technology, programs, or production) after ensuring they are properly documented and prioritized. The ideal candidate will be an energetic quick learner with support experience, have solid technical skills and experience supporting both Microsoft and Apple personal computing environments, and demonstrate superior interpersonal and communication skills.
Act as a team lead in end user technical support for participants - in-studio, via email, phone, or other communication formats
Support live productions by assuming production crew roles during sessions
Answer support emails and phone calls from a wide-range of participants, including participants, faculty, alumni, staff members, and students.
Assist with training faculty in the usage of the HBS Live studio outside of and during productions in collaboration with the program services team.
In collaboration with a technology partner, act as the system administrator for user management systems for HBS Live
Work with the team to troubleshoot and resolve virtual classroom technical issues, liaising with vendors as necessary.
In conjunction with the team, manage the HBS Live platform and perform technical and administrative tasks for production readiness.
Directly support remote end-users on Windows and Mac OSX based computers by configuring required software components, and troubleshooting video conferencing problems.
Assess new hardware and software solutions.
Create and document technical processes.
Facilitate HBS Live studio tours as necessary.
Salary Grade: 056
Union: 55 - Hvd Union Cler & Tech Workers
3-5 years of relevant technical support work experience
As HBS Live sessions may have a global audience, we conduct programs at times that best serve a breadth of time zones. Accordingly, this position requires a flexible work schedule. Candidates can expect 1-2 days per week when their hours may shift to early morning or later in the evening, and/or may need to work on an occasional day on the weekend.
Bachelor's degree a plus
Intermediate technical knowledge with current/prior versions of Microsoft and Apple operating systems and Office applications (specifically Excel)
Strong aptitude to quickly learn and retain technical skills and institutional knowledge
Ability to successfully manage many simultaneous work items of changing priority
Strong ownership, accountability, and attention to detail in all work efforts
Can easily present technical concepts to customers in non-technical language
Demonstrated ability to troubleshoot end user environments in Windows / OSX
Familiarity with A/V and video conferencing hardware and software
Outstanding verbal and written communication skills
Exceptional ability to manage multiple projects and responsibilities
Ability to capture and maintain accurate technical documentation and knowledge management content (internal and customer facing)
Strong maturity, professionalism, and judgment; ability to complete most work with minimal supervision
Superior interpersonal and written/verbal communication skills
Familiarity with higher education and supporting faculty a plus
Experience with live media production roles is a plus
EQUAL OPPORTUNITY EMPLOYER: We are 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, or any other characteristic protected by law.
Internal Number: 52333BR
About Harvard University Business School
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.