Technical Support Manager, 24/7 Hybrid Team
Cambridge University Press
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Benefits offered by this job
Job summary
Cambridge University Press & Assessment in Manila is hiring an Assistant Technical Support Manager to lead the resolution of global technical issues on CUPA digital products. You will guide investigations, coordinate with internal teams and customers, and provide leadership to a high‑performing support team.
The role requires strong technical fluency, proven experience in technical support, and excellent communication.
Qualifications
- Proven experience in a technical support role with IT troubleshooting.
- Experience with ticketing systems (e.g., Zendesk) and coaching.
- Strong analytical and problem‑solving skills to identify trends and root causes.
- Excellent communication, presentation, and influencing abilities across teams.
Responsibilities
- Oversee 24/7 investigations and ensure timely issue resolution.
- Lead issue reviews, identify trends, and decide on next steps and escalations.
- Define issue nature, update Knowledge Base, and interface between internal teams and customers.
- Review product FAQs and contribute to support‑driven product improvements.
- Manage operations, resource planning, training, SLAs, and staff oversight.
- Act as lead contact for customers and stakeholders during critical incidents.
Skills
Education
Tools
Job description
Cambridge University Press & Assessment in Manila is hiring an Assistant Technical Support Manager to lead the resolution of global technical issues on CUPA digital products. You will guide investigations, coordinate with internal teams and customers, and provide leadership to a high‑performing support team.
The role requires strong technical fluency, proven experience in technical support, and excellent communication.
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