Real-Time App Support Engineer (Hybrid)

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

Benefits offered by this job

Regular Employment on Day 1

HMO Coverage and Life Insurance on Day

Paid Annual Leaves

Vesting/Retirement package

Career growth opportunities

Well-being programs

Flexible schedule & hybrid work

Diversity of colleagues & cultures

Job summary

Cambridge University Press & Assessment in the Philippines invites applications for permanent Application Support Technicians to join our Application Support Team. The role supports Cambridge English customers using our bespoke software and websites, with a hybrid setup and two days in the office weekly.

You will provide expert-level technical support via real-time phone and live-chat for global test sessions, log queries, drive long-term fixes, participate in UAT, and create user guides and

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 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.

Responsibilities

• Provide expert-level technical support to Cambridge English customers for software and web-based systems.
• Deliver real-time phone and live-chat support for global computer-based test sessions, including on-call outside office hours.
• Log and track support queries, keep users informed of progress and resolution.
• Identify and escape 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.

Skills

Customer service

Troubleshooting

Analytical thinking

Prioritisation

Clear communication

Crisis management

Learning agility

Team collaboration

Education

Degree in a relevant field or equivalent experience

Tools

Windows OS

Job description

Cambridge University Press & Assessment in the Philippines invites applications for permanent Application Support Technicians to join our Application Support Team. The role supports Cambridge English customers using our bespoke software and websites, with a hybrid setup and two days in the office weekly.

You will provide expert-level technical support via real-time phone and live-chat for global test sessions, log queries, drive long-term fixes, participate in UAT, and create user guides and