Application Support Technician

2 weeks ago

Manila, National Capital Region, Philippines Cambridge University Press Full time

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 Application Support Technicians who will be part of our Application Support Team. This team is responsible for supporting Cambridge English customers using our bespoke developed software systems and websites.

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 also believe people thrive in an environment where Trust and Empowerment are at the forefront.

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 perfect environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential.

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. You'll have access to comprehensive healthcare benefits, ensuring your peace of mind with group life insurance and robust well-being programs.

Your responsibilities as an Application Support Technician:

As an Application Support Technician, you will provide expert-level technical support to customers for Cambridge English's and IELTS' software products and web-based systems. The primary focus of the role is to ensure that any issues with the systems are efficiently resolved, to minimise disruption to the examination lifecycle and candidate test experience.

Reporting to the Customer Support Manager, your day-to-day responsibilities will include:

  • Providing dedicated telephone and live-chat support in real time for high-stakes computer- based test sessions taking place The job holder's role is to ensure that candidates sitting a computer-based exam are able to take the exam, even in the event of technical difficulties. This will at times include working in an on-call capacity to provide support outside of normal office hours.
  • Ensuring that all queries and support calls are logged & tracked in Cambridge Assessment English's support ticket system, and to keep customers regularly informed regarding progress and resolution.
  • Ensuring any repeat incidents are identified and escalated to ensure the appropriate resolution is applied.
  • Taking an active role in the User Acceptance Testing of new software products and services as part of a wider testing team coordinated by Cambridge English and IELTS.
  • Writing knowledgebase articles, user guides and FAQs for systems.
  • Developing training materials and delivering training sessions to customers and support

What makes you the ideal candidate in this role?

You will be the ideal candidate if have fantastic customer service skills, troubleshooting and analytical skills, the ability to prioritise work whilst keeping customers up to date, and be able to remain calm in a crisis. You'll be able to explain complex technical situations to customers in clear and simple terms and be able to confidently and calmly reassure them when things go wrong.

Having the below qualifications would also be advantageous:

  • Educated to a degree level in a relevant subject, or have equivalent experience in a software/system support role.
  • Two (2) years' worth of experience working in a software support or technical support environment.
  • Possess excellent technical skills in a Microsoft Windows environment, in both desktop and server operating systems, with the ability to assist with software installation issues, network connectivity issues and other problems typically encountered running locally installed software. Any familiarity with other operating systems and environments would be advantageous.
  • Experience of managing a complex daily workload.
  • Experience of dealing with people from a variety of backgrounds with different native languages.

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