Job Title: Technical Support Analyst

Salary: $19,400 MXN Mensuales

Location: Mexico City, Hybrid (3 Days in office per week)

Contract: Permanent, Full Time

Are you a tech-savvy problem solver with a passion for customer service? Join our team as a Technical Support Analyst and make a difference!

We are a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge. This is a fantastic opportunity to join our dynamic team as a Technical Support Analyst. In this pivotal role, you will be the go-to expert for resolving technical issues related to our digital products, ensuring a seamless experience for our global customers. Your technical acumen, problem-solving skills, and ability to communicate effectively will be key to your success in this role.

About The Role

As a Technical Support Analyst, you will be at the forefront of our customer service operations, providing top-notch technical support to both external customers and internal teams. You will investigate and resolve technical issues, liaise with technical teams, and ensure that our customers receive timely and accurate solutions. Your responsibilities will include analysing technical problems, identifying trends, and escalating issues when necessary. You will also play a crucial role in maintaining our knowledge repository and mentoring new team members.

This role requires a proactive approach to continuous improvement and a commitment to delivering world-class service.
 

About You

You are a self-starter with a passion for technology and a knack for problem-solving. With previous experience in a technical support role or a relevant technical qualification, you possess excellent communication skills and can engage with people at all technical levels.

You are detail-oriented, able to multitask, and thrive under pressure. Your positive attitude and enthusiasm for learning make you a valuable team player who is always ready to contribute to continuous improvement initiatives.

You are adept at using Office applications and have a basic understanding of customer handling or ticketing systems like Zendesk.

Your ability to work independently and as part of a team, coupled with your strong sense of ownership, ensures that you deliver exceptional service to our customers.
 

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 benefits package:

• Law benefits
• Life assurance
• Medical Insurance
• Vales de despensa (Vouchers food)
• Fondo de ahorro (Saving fund)
• Aguinaldo (Christmas bonus)
• Prima vacacional (Vacation Bonus)

Flexibility: Our flexible hours and hybrid work options let you balance your schedule and operational needs, adapting to your lifestyle.

Well-Being: We prioritise staff well-being, promoting a work-life balance that allows candidates to manage stress, focus on our personal motives, take care of our operational responsibilities, and make healthy choices.

Caring Environment: You are part of a respectful, collaborative community with open communication, where every team member is valued and heard.


Ready to pursue potential? Apply now. 

We review applications on an ongoing basis, with a closing date for all application being 13^th April 2025 and interviews will be conducted on a rolling basis.

We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible.

Please note that successful applicants will be subject to satisfactory background.  

Why join us

Joining us is your opportunity to pursue potential. You will 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 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, gender identity and sexual identity), cultural, or social class/background.

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.