Technical Support Analyst

Job Title: Technical Support Analyst

Salary: £24,300 - £30,600

Location: Cambridge, hybrid working 2 days per week from the Cambridge office

Contract: 18-month Fixed Term Contract, full time – 35 hours per week

We are looking for a Technical Support Analyst to join our global Tech support team, investigating and resolving Technical Support issues on Cambridge University Press & Assessment digital products.

We are Cambridge University Press & Assessment, 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, Provide Technical Support to external customers (administrators, users and teachers) and Sales and Customer Service teams.

You will investigate issues to successful resolution whilst liaising with the senior technical team, gathering the relevant technical information, and analysing the symptoms of the problem to identify any underlying problems.

You will work with your colleagues to review issues and recognise any widespread issues or potential critical customer situations that may not be evident from the outset. You will then escalate any trends in Technical Support issues through the appropriate channels.

Using your problem solving and research skills, you will identify and escalate product and platform bugs to the relevant teams and communicate fixes to the customer.

About you

You will have excellent problem-solving skills and techniques, along with previous experience in a Technical Support role.

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.

If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site. 

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:

• 28 days annual leave plus bank holidays
• Private medical and Permanent Health Insurance
• Discretionary annual bonus
• Group personal pension scheme
• Life assurance up to 4 x annual salary
• Green travel schemes

We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability. 

Ready to pursue your potential? Apply now.

We review applications on an ongoing basis. With a closing date for applications being Monday 4th March 2024, however, this is a rolling campaign, and therefore we will conduct interviews as and when candidates apply. We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.Please note, Cambridge University Press & Assessment is unable to issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill requirements.

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.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.

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