Academic Tech Support Analyst Permanent, Full Time

We are Cambridge University Press Assessment, a worldleading academic publisher and assessment organisation, and a proud part of the University of Cambridge. We support learners, educators and institutions around the world and we are looking for a proactive Tech Support Analyst with at least B2 level of English and a strong customer support mindset, who enjoys understanding users needs, investigating technical challenges, and providing clear, supportive solutions to every customer. About the role As a Tech Support Analyst, you will own, investigate and resolve technical support issues on Cambridge University Press Assessment digital products globally, reported by external or internal customers, using technical knowledge, problem solving and communication skills. Key responsibilities Provide technical support to external customers administrators, users and instructors and Cambridge University Press Assessment Sales and Customer Services teams for one or more business streams investigate issues to successful resolution and or liaising with senior technical team. Acknowledge customer issues and gather relevant technical information. Be responsible for resolving basic customer queries. Identify and review issues and trends in technical support, and escalate these through the appropriate channels. Make decisions on the next step of investigation based on the patterns of behaviour reported by the customers, and identify the impact on other customers or functions. Use problem solving and researching skills to identify and escalate product and platform bugs to relevant teams and communicate bug fixes to customers. This position has been classified as a hybrid role, requiring the selected candidate to typically spend 4060 of their time collaborating and connecting facetoface at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or longterm health condition. About You You will meet the following requirements B2 level English proficiency CEFR as a minimum Strong written and verbal communication skills, with the ability to engage effectively with stakeholders at all technical levels. Strong problemsolving skills, with the ability to take ownership of investigations and drive issues through to resolution. Ability to work both independently and collaboratively within a team environment. Strong organisational skills, with the ability to manage multiple priorities while maintaining attention to detail. Confidence in tackling new challenges and learning unfamiliar technologies. A proactive approach to identifying and implementing process improvements. The following would be advantageous Basic technical knowledge across a range of products and platforms. C1 level English proficiency CEFR. Foundational understanding of AI Previous experience in a technical support role or a relevant technical diploma or degree. Demonstrated enthusiasm for continuous learning and professional development. A track record of contributing to continuous improvement initiatives. Quick learner with the ability to rapidly acquire knowledge of new technologies and products. Rewards and benefits We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a worldclass, flexible rewards package, featuring familyfriendly and planetfriendly benefits including Life Assurance Medical Insurance Vales de despensa Fondo de ahorro Aguinaldo Prima vacacional We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 25th August. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place shortly after the closing date. During the interview process, you will be asked to complete an English writing assessment. If you require any reasonable adjustments during the recruitment process due to a disability or a longterm health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs. Please note that successful applicants will be subject to satisfactory background checks. We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter. Why join us Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration. Cambridge University Press Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity, cultural, or social class background. We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities. Bolsa de trabajo México ofrecemos puesto de Academic Tech Support Analyst para el sector de Informatica Telecomunicaciones en la empresa Cambridge University Press Assessment de Benito Juárez. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.