Job Title: Application Support Technician
Salary: £, - £, per annum
Location: Cambridge, UK – Hybrid (working in the office at least days a week is required)
Contract: Permanent
Hours: Full time ( hours per week)
Do you enjoy solving complex technical problems and making a real difference for users worldwide?
If you're motivated by delivering expert support, improving systems, and being the trusted technical voice for customers, this could be the role for you
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
We're looking for an Application Support Technician to join our Global Operations team, supporting critical systems used by hundreds of thousands of test takers around the world.
About the role
As an Application Support Technician, you will be responsible for providing world-class support to customers all over the world using our systems and websites. You will also write knowledge base articles, user guides and FAQs for our systems, and develop and deliver training sessions.
You'll also play an important part in shaping the future of our platforms — acting as the voice of the customer, supporting user acceptance testing (UAT), and helping to deliver high‑quality, reliable system enhancements.
Additional responsibilities and accountabilities include:
1. Monitoring and analysing support trends to identify potential system improvements and communicating these to the development team.
2. Representing Application Support and Customer Services on projects related to the development and improvement of new systems.
3. Providing expert technical support for software applications and web‑based systems
4. Investigating issues, identifying root causes, and delivering effective short‑ and long‑term solutions
About you
You 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.
You will be educated at least to A-level or equivalent experience and will have outstanding written and verbal communication skills You will be confident, enthusiastic, and able to work in a high-pressure environment as part of a close-knit team.
If you meet the above minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirable criteria:
5. Any previous work experience in a technical support capacity would be an advantage.
6. Spanish language proficiency at C level or above (CEFR).
For a detailed job description, please refer to the link at the bottom of the advert on our careers site.
We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and who best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable and/or appropriate, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition.
Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the website for guidance to understand your own eligibility based on the role you are applying for.
Rewards and benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible, featuring family-friendly and planet-friendly benefits including:
7. days annual leave plus bank holidays
8. Private medical and Permanent Health Insurance
9. Discretionary annual bonus
10. Group personal pension scheme
11. Life assurance up to x annual salary
12. Green travel schemes
Ready to pursue potential? Apply now.
We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be th May. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place from week commencing th May.
If you are shortlisted and progressed through the stages, you can expect:
13. First-stage in-person interview at our offices in Cambridge. There will be a short role-related task during the interview, and you will be given time to complete it. The instructions will be shared during the interview.
If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.
We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.
Why join us
Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.