Academic Tech Support Analyst (Hybrid)

About the role

Cambridge University Press & Assessment is seeking a proactive Tech Support Analyst to provide technical assistance for its digital products worldwide. The role combines customer‑facing support with investigative problem‑solving, and operates in a hybrid environment.

Key responsibilities

• Provide technical support to external customers (administrators, users, instructors) and internal sales and customer service teams.
• Acknowledge issues, gather relevant technical information, and resolve basic queries.
• Identify, review, and escalate recurring issues or product bugs to senior technical teams.
• Analyze patterns of reported behavior to assess impact on other customers or functions.
• Communicate bug fixes and work‑arounds clearly to affected users.

Required profile

• Minimum B2 level English proficiency (CEFR).
• Strong written and verbal communication skills.
• Excellent problem‑solving abilities and ownership of investigations.
• Ability to work both independently and collaboratively.
• Organisational skills to manage multiple priorities with attention to detail.
• Proactive attitude toward process improvement and learning new technologies.

Required skills