Technical Support Analyst

**Salary**:

- $19400 MXP Monthly**Location**:

- Mexico City**Country**:

- Mexico**Business Unit**:

- Operations**Vacancy Type**:

- Permanent**Closing Date**:

- 26 January 2025**Meet the recruiter**:

- Shamsher Burhm

**Salary**: $19,400 MXN Per Month

Location: Mexico City

Contract: 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 prior experience in a technical support or teaching role, ideally with exposure to learning platforms such as LMS, MOODLE, Canvas, or Blackboard. A relevant diploma or degree in technology, education, or a related field would be advantageous.

Strong verbal and written communication skills are essential, along with the ability to adapt your approach when engaging with technical and non-technical users at all levels. Effective time management is critical, as you will need to prioritize tasks and balance multiple responsibilities, particularly during peak periods.

You take ownership of issues with a strong sense of responsibility, demonstrating attention to detail, patience, and a willingness to tackle challenges beyond your comfort zone. A positive, proactive attitude and openness to feedback will help you thrive in this role, along with adaptability to evolving processes, workload variations, and platform updates.

Whether working independently or collaboratively as part of a team, you approach tasks with enthusiasm and a commitment to continuous learning and improvement.

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**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:

- Life assurance
- Medical Insurance
- Vales de despensa
- Fondo de ahorro*
- Aguinaldo*
- Prima vacacional*

**Flexibility**:Our flexible hours and hybrid work options let you balance your schedule and operational needs, adapting to your lifestyle.

**Caring Environment**:You are part of a respectful, collaborative community with open communication, where every team member is valued and heard.

**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. _