Technical Support Analyst - 7508

Cambridge University Press & Assessment; Manila; Hybrid; PHP 346,000 - 446,000; Full time

Benefits offered by this job

HMO Coverage

Life Insurance

Paid Annual Leaves

Vesting/ Retirement package

Career growth opportunities

Well-being programs

Flexible schedule

Hybrid work arrangement

Diverse collaboration

Job summary

Cambridge University Press & Assessment is seeking a Technical Support Analyst for our Global Technical Support team in Manila. The role focuses on resolving issues related to Cambridge's digital products and platforms, supporting administrators, users, and teachers.

The ideal candidate is fluent in English with 1+ year in technical support or customer service, able to work in shifts, and comfortable with a hybrid office arrangement.

Qualifications

• Fluent in English and able to communicate clearly with customers and colleagues.
• Experience in technical support or customer service role (minimum 1 year).
• Able to work in shifting schedules and adapt to a hybrid work setup.

Responsibilities

• Provide technical support to external customers and Cambridge Sales/CS teams for English product stream.
• Gather relevant information from customers (email/phone) and log issues for resolution.
• Analyze symptoms to identify root causes and coordinate with senior technical team members for resolution.
• Respond to queries and resolve issues in a timely manner.

Skills

English communication

Technical support background

Team player

Computer literacy

Attention to detail

Job description

Technical Support Analyst

Work setup: Weoperatein a hybrid work environment, and we encourage applicants who are open to working in the officetwo days a weekto apply.

Work schedule:Must be open to shifting schedules: 8am-4pm and 3pm-11pm Manila Time

Employment type:Permanent

Location: Makati City, Metro Manila

Pay range:We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of ₱31,000 - ₱40,000 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 currently recruitingTechnical Support Analysts who are fluent in English to join our Global Technical Support team based in Manila. This team supports Cambridge's English Learning business and is responsible for resolving technical issues related to Cambridge's digital products and platforms, as reported by both external and internal customers.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessmentorganisation, 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 -operatingfor over 22 years with 1,300+ colleagues- means becoming a part of an extraordinary institution renowned worldwide. Wearerecognisedas a Great Place to Work for three consecutive years, reflecting our inclusive culture,strong senseof purpose, and commitment to the professional growth and well-being of our people.At Cambridge, wedon'tjust 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'llbecome a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide theright environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is whyour 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.

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid AnnualLeaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexibleschedule, hybridworkarrangementand work-life balance
• Opportunity to collaborate with colleagues from diverse branchsthat willexpandyour horizons and enrich your understanding ofdifferent cultures

What will you do as a Technical Support Analyst?

The Technical Support Analyst role will be tasked with providingtechnical support to our external customers (administrators, users and teachers) andCambridge Sales and CS Teams for one business stream (English). You will be investigating issues to provide successful resolution andliaisewith senior technical team members.

You would also be expected to manage a technical investigation in the following ways:

• Accepting the customer's issue and gathering technical information (email and phone support).
• Responsible for resolving basic and complex customer issues.
• Analyze the symptoms of a technical problem to identify the underlying problem.
• Dealing with any queries and resolving them on a timely basis.

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

What makes you the ideal candidate for this role?

Our ideal candidate is someone with strong English communication skills and a Technical Support background. You are our ideal candidate if you are a team player, computer literate, possess confident email and telephone manners, and have good attention to detail.

• Amenable to work in shifting schedules.
• Previous experience in a technical support(at least one year experience) or customer service role
• Effective time management skills
• Good decision-making skills
• Good oral and written communication skills

Are you driven by the desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? If yes, we invite you to pursue your potential with us.