Job Title: Application Support Technician

Salary: £26,700 to £34,700

Location: Cambridge/Hybrid

Contract: Maternity Fixed Term Cover until January 2024

We are currently recruiting for a talented customer service professional to join the IELTS Support team, who support customers using our bespoke developed software systems and websites. If you have a passion for customer service and an avid interest in technology and the web, you’ll be a great match for this position!

About The Role

Reporting to the Head of IELTS Support, your day-to-day responsibilities will include:

• Resolving customer support requests for IELTS systems
• Writing knowledgebase articles, user guides and FAQs for systems
• Testing new releases of systems and reporting defects
• Developing training materials and delivering training session

As an Application Support Technician, you’ll be part of an enthusiastic and friendly team in a supportive environment. Full training inhouse of our systems and support procedures will be provided.

About Us

Our mission is to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. Which is why every year, we give vital support to millions of people in more than 170 countries around the world. From teachers and learners to researchers and academics, we help to build confidence, unlock potential, and enable success. We give people the opportunity to show what they’ve learnt, we spread knowledge, spark enquiry, and aid understanding.

We achieve this by embracing change, and continuously focusing on our customers’ needs. And by collaborating, and carefully listening to our customers and to each other, we keep moving forward, keep innovating, and keep finding newer and better ways of doing things.

About You

The ideal candidate will have fantastic 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.

The team is not an IT department – however, you will need to have a sound grounding in technology, and basic knowledge of Web-Based Applications, Windows & networks would be an advantage, but in no way essential. We also provide the opportunity to learn more about these areas.

You will be educated at least to A-level, or equivalent standard, and will have outstanding written and verbal communication skills. Any previous work experience in technical support capacity would be an advantage. You will be confident, enthusiastic, and able to work in a high-pressure environment as part of a close-knit team.

The key to our work is our colleagues, whose shared commitment enables us to have an ever-greater impact. We are a united, vibrant, and respectful global community of people, and we ensure that every individual is recognised, listened to, and cared for. And because our impact is amplified when our people are empowered, we give everyone the opportunity to develop in their own way. Whether you want a career that’s linear, or want to follow your own path, we’ll support you, and help give you the resources and training you’ll need to be bold and take ownership of what you do.

We review applications on an ongoing basis, with a closing date for all applications being 8th November, then a phone interview will take place on the 9/10th November with final interviews the following week.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it’s safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it’s part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.