At Cambridge University Press & Assessment, we support learners, educators and institutions around the world through trusted digital products and services. We're looking for a curious and proactive Tech Support Analyst with a strong customer‑support mindset, who enjoys understanding users' needs, investigating technical challenges, and providing clear, supportive solutions that make a real difference to every customer they work with.
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 accept, own,
investigate and resolve technical support issues on Cambridge University Press & Assessment digital products globally reported directly by external or internal customers by using technical knowledge, problem solving and communication skills and techniques.
Key responsibilities:
- Provide technical support to external customers (administrators, users and instructors) and CUP 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.
- Responsible for 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
📌 Academic Tech Support Analyst (Ciudad de México)
🏢 Cambridge University Press & Assessment
📍 Ciudad de México
Postulate a este anuncio
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.