Technical Support Specialist
hace 4 semanas
About the Role
We are seeking a skilled Technical Support Specialist to join our global technical support team at Cambridge University Press & Assessment. As a key member of our team, you will be responsible for investigating and resolving technical support issues related to our digital products.
Key Responsibilities
- Investigate technical support issues and provide solutions to external customers, sales, and customer service teams.
- Analyze symptoms of technical problems to identify underlying issues and resolve them efficiently.
- Participate in review of issues with colleagues to recognize 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 customer patterns and impact on other customers or functions.
- Use problem-solving and researching skills to identify and escalate product and platform bugs to relevant teams.
- Communicate bug fixes to customers and provide workarounds for known issues.
About You
To succeed in this role, you will have excellent problem-solving skills, previous experience in a technical support role, and/or relevant technical diploma or degree qualification. You will also possess strong communication skills, attention to detail, and the ability to multitask and prioritize your workload.
What We Offer
We are committed to supporting our employees to be at their best in work and outside of it. As a valued member of our team, you will have opportunities to learn and grow, contribute to continuous improvement suggestions, and participate in programs that promote a positive and proactive work environment.
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