Tech Support Specialist

hace 1 día


Xico, México Cambridge University Press & Assessment A tiempo completo

**Job Title:** Tech Support Analyst

**About the Role:**

We are seeking a highly skilled Tech Support Analyst to join our global Tech Support team at Cambridge University Press & Assessment. As a Tech Support Analyst, you will be responsible for investigating and resolving technical support issues on our digital products.

**Key Responsibilities:**

  • Investigate technical support issues and provide solutions to external customers and internal teams.
  • Analyse symptoms of technical problems to identify underlying issues.
  • Participate in review of issues with colleagues to identify widespread problems or potential critical customer situations.
  • Identify issues and trends in technical support and escalate them through appropriate channels.
  • Make decisions on next steps of investigation based on patterns of behaviour reported by customers.
  • Use problem-solving and researching skills to identify and escalate product and platform bugs to relevant teams.
  • Communicate bug fixes to customers.
  • Resolve user or administrator procedural errors.

**Requirements:**

  • Excellent problem-solving skills and techniques.
  • Previous experience in a technical support role and/or relevant technical diploma or degree qualification.
  • Strong communication skills and ability to communicate with people at all technical levels.
  • Excellent attention to detail.
  • Ability to multitask and prioritise workload, working as part of a team and on own initiative, to tight deadlines.

**What We Offer:**

We will support you to be at your best in work and to live well outside of it.


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