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 channels.
• Make decisions on the next step of investigation based on the patterns of behaviour reported by the customer(s) and identifying the impact on other customers or functions. – including escalating to specialist or deeper level investigators as required.
• Use problem solving and researching skills to identify and escalate product and platform bugs to relevant teams. Communicate bug fixes to customers.
• Using symptoms, details and pattern of problems supplied by customer to decide if the issue is potentially a known issue and providing the appropriate solution (including workarounds).
• Resolve any user or administrator procedural errors

‍

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 location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.

‍

‍

About You

‍

You bring previous experience in a technical support role or hold a relevant technical diploma or degree. With a foundational understanding of AI and RPA, you're a quick learner who thrives on solving problems and taking ownership of investigations. Your strong communication skills—both written and verbal—enable you to engage effectively with people at all technical levels.

‍

You're confident working independently as well as collaboratively, and you're comfortable juggling multiple priorities while maintaining attention to detail. You're proactive, enthusiastic about learning, and always looking for ways to contribute to continuous improvement.

‍

Ideally, you have a B2 - C1 level of English according to the CEFR. Strong written and spoken communication in English is essential, and you're not afraid to tackle challenges outside your comfort zone. You possess basic technical knowledge across a range of products and platforms, with deeper expertise in specific areas relevant to the business stream. You're also aware of related technologies in other streams, allowing you to approach issues with a broader perspective.  

‍