Technical Support Manager – 24/7 Hybrid Ops Lead
Cambridge University Press & Assessment | Manila
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Benefits offered by this job
Job summary
Cambridge University Press & Assessment in Manila is recruiting for an Assistant Technical Support Manager to lead the combined Customer Support & Technical Support teams. The role ensures 24/7 delivery of support for CUPA digital products, guiding investigations, resolving issues, and providing leadership for a high‑performing team.
The ideal candidate has strong technical fluency, proven coaching abilities, and excellent communication to collaborate with cross‑functional teams and customers at
Qualifications
- Must have proven experience in a technical support role or relevant technical degree.
- Experience in IT troubleshooting and handling complex issues with strong analytical skills.
- Excellent communication, mentoring, and leadership abilities are essential.
Responsibilities
- Oversee continuous 24/7 delivery of support within assigned product area.
- Lead investigations and ensure timely issue resolution for internal and external users.
- Coordinate reviews of issues, identify trends, and decide on next steps and escalations.
- Update Knowledge Base and Help Centre; act as interface between internal teams, development, and customers.
- Contribute to product FAQs and provide support-efficient design feedback; represent global support.
- Manage operations, resource planning, training delivery, and SLA reporting.
Skills
Education
Tools
Job description
Cambridge University Press & Assessment in Manila is recruiting for an Assistant Technical Support Manager to lead the combined Customer Support & Technical Support teams. The role ensures 24/7 delivery of support for CUPA digital products, guiding investigations, resolving issues, and providing leadership for a high‑performing team.
The ideal candidate has strong technical fluency, proven coaching abilities, and excellent communication to collaborate with cross‑functional teams and customers at
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