Senior Technical Support Analyst

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge. 

We are looking for a Senior Technical Support Analyst who will be part of our Technical Support Team (English). This team is responsible for ​supporting customers using our Cambridge University Press & Assessment digital products across the globe.​ 
  

Why Cambridge? 

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding. 

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one. 

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for. 

What can you get from Cambridge? 

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.  

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.  

What makes you the ideal candidate in this role? 

As a Senior Technical Support Analyst, you will accept, own, investigate and resolve Technical Support issues on CUPA digital products globally reported directly by external or internal customers by using technical knowledge, problem solving and communication skills and techniques. 

You will be the ideal candidate if have fantastic customer service skills, troubleshooting and analytical skills, the ability to prioritise work whilst keeping customers up to date, and be able to remain calm in a crisis. You'll be able to explain complex technical situations to customers in clear and simple terms and be able to confidently and calmly reassure them when things go wrong.  

 
Having the following knowledge will be essential in this role:

• Knowledgeable across the related business stream product range including all product and platforms currently released and supported. 
• Very knowledgeable on specific product and platforms within the relevant business stream and can investigate issues and very infrequently require assistance to complete principal accountabilities. 
• Basic knowledge of products and platforms in other business streams. 

 
Having the below qualifications would also be advantageous: 

• Previous experience in a Technical Support role and/or relevant technical diploma or degree qualification.  
• Excellent problem-solving skills and techniques. 
• Excellent communication skills and ability to communicate with people at all technical levels. 
• Able to multitask and prioritise their own workload. 
• Able to work as part of a team and on their own initiative. 
• Attention to detail. 
• 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 proven record to take on responsibility of issues and to have a strong sense of ownership of investigations. 
• Ability to take on problems outside their comfortable area of knowledge or expertise.