Job Title: Application Support Technician
Contract: 1 x Full Time Permanent and 1 x 12 month Fixed Term Contract
Salary: £26,700 - £34,700
We are currently recruiting for a talented customer service professional to join the Application 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 Senior Customer Service Manager (Application Support Manager), your day-to-day responsibilities will include:
Resolving customer support requests for Cambridge English systems
• Writing knowledgebase articles, user guides and FAQs for systems
• Testing new releases of systems and reporting defects
• Developing training materials and delivering training sessions to customers
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.
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.
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 closing date for application is 8th December and interviews will be conducted during the campaign up until the end of the month.