Technical Support Analysts

hace 2 meses

Ciudad de México, Ciudad de México Operations A tiempo completo

Job Title: Technical Support Analysts

Salary: $19,400 MXN Per Month

Location: Mexico City

Contract: Fixed Term & Permanent, Full Time

We are Cambridge University Press & Assessment (CUPA), a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.

We are seeking Technical Support Analysts to join our global Tech Support team in Mexico City. THis is a a fantastic opportunity to join a collaborative team where you will investigate and resolve technical support issues on CUPA digital products.

About the role

In this role, you will be responsible for accepting, investigating and solving our product related issues across hundreds of institutions and users globally. Specifically, you will:

  • Provide technical support to external customers (administrators, users and teachers) and CUP Sales and CS teams, investigate issues to successful resolution and / or liaising with senior technical team.
  • Accept the customer's issue through a ticketing system gathering the relevant technical information and analysing the symptoms to identify the underlying problem.
  • Participate in review of issues with colleagues to recognise any widespread issues or potential critical customer situations that may not be evident from the outset.
  • Use problem solving and researching skills to identify and escalate product and platform bugs to Level 2 teams. Communicate bug fixes to customers.
  • Make decisions on the next step of investigation based on the patterns of behaviour reported by the users and identifying the impact on other customers or functions. Contacting other teams within the organisation if necessary.
  • Using symptoms, details and pattern of problems supplied by customer to decide if the issue is potentially a known issue and providing the appropriate solution (including workarounds).
  • Get familiar and knowledgeable across the different products and platforms we support

About you

You will bring previous experience in a technical support role or a teaching role with experience in learning platforms. A relevant diploma or degree qualification in technology or education, or related fields is a plus.

  • Experience with learning platforms is preferred, such as LMS, MOODLE, Canvas, Blackboard, etc.
  • Strong verbal and written communication skills and ability to communicate respectfully adjusting the speech according to different scenarios, with people at all levels, technical and non-technical users.
  • Time management skills are important to determine how to prioritise different tasks and workload as our team responsibilities does not limit only to ticket solving. We work on tight deadlines during specific months.
  • Take responsibility of issues and to have a strong sense of ownership of investigations. Attention to detail and patience are important for this characteristic.
  • Able to work as part of a team and on their own initiative.
  • Demonstrate a positive and proactive attitude and be receptive to continuous improvement suggestions and feedback.
  • Ability to take on problems outside their comfortable area of knowledge or expertise.
  • Adaptability is crucial as our operation is constantly changing on implementations, variation of workload volume depending on the month, updates in different platforms and products, among others.
  • We welcome a self-starter with enthusiasm to learn and grow their experience.

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 world-class benefits package:

  • Law benefits
  • Life assurance
  • Medical Insurance
  • Vouchers food
  • Fondo de ahorro (Saving fund)*
  • Christmas bonus*
  • Vacation Bonus*

*For Fixed Term Contracts, some *benefits will be pro rata.

  • Flexibility: Our flexible hours and hybrid work options let you balance your schedule and operational needs, adapting to your lifestyle.
  • Well-Being: We prioritise staff well-being, promoting a work-life balance that allows candidates to manage stress, focus on our personal motives, take care of our operational responsibilities, and make healthy choices.
  • Caring Environment: You are part of a respectful, collaborative community with open communication, where every team member is valued and heard.

Ready to pursue potential? Apply now.

We review applications on an ongoing basis, with a closing date for all application being 19th August and interviews will be conducted on a rolling basis.

We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible.

Please note that successful applicants will be subject to satisfactory background.

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that's 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's 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.

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