We support learners, educators and institutions around the world and we are looking for a proactive Tech Support Analyst with at least B2 level of English and a strong customer‑support mindset, who enjoys understanding users' needs, investigating technical challenges, and providing clear, supportive solutions to every customer.
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
As a Tech Support Analyst, you will own, investigate and resolve technical support issues on Cambridge University Press & Assessment digital products globally, reported by external or internal customers, using technical knowledge, problem solving and communication skills.
Key responsibilities:
Provide technical support to external customers (administrators, users and instructors)
and Cambridge University Press & Assessment Sales and Customer Services teams for one or more business streams - investigate issues to successful resolution and / or liaising with senior technical team.
Acknowledge customer issues and gather relevant technical information.
Be responsible for resolving basic customer queries.
Identify and review issues and trends in technical support, and escalate these through the appropriate channels.
Make decisions on the next step of investigation based on the patterns of behaviour reported by the customers, and identify the impact on other customers or functions.
Use problem solving and researching skills to identify and escalate product and platform bugs to relevant teams and communicate bug fixes to customers.
This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated locat
📌 Academic Tech Support Analyst (Ciudad de México)
🏢 Cambridge University Press & Assessment
📍 Ciudad de México
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