Application Support Technician

**Salary**:

- Competitive

**Location**:

- Mexico City

**Country**:

- Mexico

**Business Unit**:

- Operations

**Vacancy Type**:

- Permanent

**Closing Date**:

- 12 June 2025

**Meet the recruiter**:

- Sham Burhm

**Salary**: Competitive + Benefits

**Location**: Mexico City, Hybrid (_minimum 3 days per week in the office_)_

**Contract**: Permanent, Full-time

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Our mission is to unlock the potential of millions of learners worldwide—and you can be part of that journey.

Join us as an **Application Support Technician** and become a key player in delivering exceptional technical support for our bespoke software systems. You'll ensure smooth and reliable system performance for our customers, acting as a trusted expert in resolving issues and enhancing user experience. Your insights and recommendations will help shape future improvements, driving both customer satisfaction and operational excellence.

**About The Role**

We are looking for an enthusiastic and technically skilled **Application Support Technician** to join our English Assessments Support team in Mexico and the Americas. In this role, you will:

- Provide expert-level technical support to users of our global systems and platforms.
- Troubleshoot and resolve issues efficiently to minimize disruption to our services.
- Deliver tailored assistance to VIP clients, ensuring their needs are met with professionalism and urgency.

This is a fantastic opportunity for someone passionate about technology and customer service, who thrives in a fast-paced, collaborative environment.

**About You**

You are a proactive, solutions-driven professional who excels at managing priorities while keeping customers informed. You remain composed under pressure, providing clear and simple explanations of complex technical issues. When challenges arise, you confidently reassure customers, ensuring they feel supported and understood.

We're looking for someone who brings:

- Excellent communication skills in both English (minimum B2 level, C1 preferred) and Spanish (native or near-native), with the ability to explain technical concepts clearly to non-technical users.
- Strong troubleshooting and analytical skills, with a methodical yet creative approach to resolving issues.
- Technical proficiency in Microsoft Windows environments, web-based systems, and databases (SQL).

You'll also demonstrate:

- **Customer focus** - delivering empathetic, effective support that reflects the Cambridge brand.
- **Time management** - prioritising tasks and meeting deadlines in a fast-paced environment.
- **Collaboration** - working effectively with cross-functional teams across departments and regions in an inclusive environment.
- **Resilience and attention to detail** - staying calm under pressure while ensuring accuracy and quality in every interaction.

A **bachelor's degree** in computer science, Information Technology, or a related field is desirable, though equivalent experience in a similar role is also welcome.

**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 benefits including:

- Life Assurance
- Medical Insurance
- Grocery Vouchers
- Savings Fund
- Year-End Bonus
- Vacation Premium

We are a hybrid working organization, offering a range of flexible work options from day one. Most hybrid-working colleagues are expected to spend at least three days per week in our dedicated office. However, we are open to considering other arrangements for those who require more flexibility or adjustments due to a disability.

**Ready to pursue your potential?**

**What to Expect**:

- **Application Review**: Applications will be continuously reviewed until the closing date.
- **Selection (Weeks commencing June 23 and June 30).**

If you are a **technically skilled, customer-oriented professional** looking to make an impact in a **global organization**, we'd love to hear from you

**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._