Application Support Technician - 7599

Cambridge University Press & Assessment; Manila; Hybrid; PHP 413,000 - 558,000; Full time

Benefits offered by this job

HMO Coverage and Life Insurance on Day

Paid Annual Leaves (Vacation, Well‑be…

Vesting/Retirement package

Opportunities for career growth

Well-being programs

Flexible schedule

Hybrid work arrangement

Collaboration with diverse teams

Job summary

Cambridge University Press & Assessment is hiring an Application Support Technician in Makati City (Metro Manila) for a permanent, hybrid role. The position supports Cambridge English and IELTS software products, delivering real-time customer support on desktop and web-based systems.

The role requires strong customer service, troubleshooting and communication skills, with 2+ years in software support and a degree or equivalent experience.

Qualifications

• Degree in a relevant field or equivalent experience in software/system support.
• At least 2 years of experience in a technical or software support role.
• Strong technical knowledge of Windows (desktop/server) and basic network troubleshooting.

Responsibilities

• Provide real-time phone and live-chat support for Cambridge English and IELTS software products.
• Log and track support queries and keep users informed of progress.
• Identify recurring issues for long-term fixes and improvements.
• Participate in User Acceptance Testing of new systems.
• Create user guides, FAQs, and knowledge base content.
• Develop and deliver training for users and support teams.

Skills

Customer service

Troubleshooting

Analytical thinking

Prioritization

Communication

Explain to users

Education

Degree in a relevant field or equivalent experience

Tools

Microsoft Windows

Job description

Employment type: Permanent

Location: Makati City, Metro Manila

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule: The working hours of the Application Support Technician will typically not be longer than 8 hours in any one shift, which may fall at any time on any day of the week, including weekends. Additional work may be required in the evenings and weekends during peak periods of activity. Due to the nature of the team's work, it may be necessary to work on public and/or religious holidays.

Pay range: Php 37,000 to Php 50,000

We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable with this salary range to apply.

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 permanent 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?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, 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.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

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 Technical Support Manager, your day-to-day responsibilities will include:

• Deliver real-time phone and live-chat support for global computer-based test sessions, including on-call support outside office hours.
• Log and track support queries, keeping users informed of progress and resolution.
• Identify and elevate recurring issues for long-term fixes.
• Participate in User Acceptance Testing of new systems.
• Create user guides, FAQs, and knowledge base content.
• Develop and deliver training for users and support teams.

Please review the attached job description for further details on the role.

What makes you the ideal candidate for this role?

You will be the ideal candidate if have excellent 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:

• Degree in a relevant field or equivalent experience in software/system support.
• At least 2 years of experience in a technical or software support role.
• Strong technical knowledge of Microsoft Windows (desktop/server), including software installation and network troubleshooting; familiarity with other OS is a plus.
• Proven ability to manage a complex workload.
• Experience supporting users from diverse linguistic and cultural backgrounds.