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 recruiting for a Technical Support Analyst who will be part of our Global Technical Support team based in Manila.  This team is responsible for resolving technical issues involving Cambridge digital products and platforms reported by our external and internal customers.  
  

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 will you do in this role? 

The Technical Support Analyst role will be tasked with providing Technical Support to our external customers (administrators, users and teacher) and Cambridge Sales and CS Teams for one or more business streams. You will be investigating issues to provide successful resolution and liaise with senior technical team members.  

You would also be expected to manage a technical investigation in the following ways:  

• Accepting the customer's issue and gathering technical information (email and phone support).  
• Responsible for resolving basic and complex customer issues.  
• Analyze the symptoms of a technical problem to identify the underlying problem.  
• Dealing with any queries and resolving them on a timely basis. 

What makes you the ideal candidate for this position? 

Our ideal candidate is someone with strong English communication skills and a Technical Support background. You are our ideal candidate if you are a team player, computer-literate, possess confident email and telephone manners, and have good attention to detail.  

• Amenable to work for a Amenable to work in shifting schedules.  
• Previous experience in a Technical Support (at least one year experience) or customer service role  
• Effective time management skills.  
• Good decision-making skills  
• Good oral and written communication skills