Technical Support Analyst

Job Title: Tech Support Analyst**Salary**: CompetitiveLocation: Mexico City, Mexico, HybridContract: Permanent, Full TimeDo you thrive on troubleshooting and resolving technical issues? We are seeking a Tech Support Analyst to join our global team in Mexico city, investigating and resolving technical support issues on Cambridge University Press & Assessment digital products.We are Cambridge University Press & Assessment (CUPA), a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.**About the role**In this varied role, you will be responsible for accepting and investigating technical support issues across hundreds of institutions globally.Technical Investigation responsibilities:- Provide technical support to external customers (administrators, users and teachers) and Sales and CS teams for one or more business streams - investigate issues to successful resolution and / or liaising with senior technical team.- Accepting the customer's issue and gathering the relevant technical information and resolving basic customer issues.- Analyse the symptoms of a technical problem 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.- Identify issues and trends in technical support issues and escalate these through the appropriate channels.- Make decisions on the next step of investigation based on the patterns of behaviour reported by the customer(s) and identifying the impact on other customers or functions. - including escalating to specialist or deeper level investigators as required.- Use problem solving and researching skills to identify and escalate product and platform bugs to relevant teams. Communicate bug fixes to customers.- 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).- Resolve any user or administrator procedural errors**About you**You will have excellent problem-solving skills and techniques, along with previous experience in a technical support role and/or relevant technical diploma or degree qualification.You will have strong communication skills and the ability to communicate with people at all technical levels, along with excellent attention to detail.You will be able to multitask and prioritise your own workload, working as part of a team and on your own initiative, to tight deadlines.You will also be:- A self-starter with enthusiasm to learn and grow their experience.- A positive and proactive attitude to contribute to continuous improvement suggestions and programs.- A quick learner.**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, flexible rewards package, featuring family-friendly and planet-friendly benefits including:- Law benefits- Life assuranceWe also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability.**Why join us**- Joining us is your opportunity to pursue potential. You'll 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._