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Technical Support Analyst (Project Based)

Cambridge University Press - Manila

Makati City, Metro Manila

Posted over a month ago


Educational Attainment

College Graduate

Min. Work Experience

2 years

  • Participate in reviews of issues with other internal teams to improve future platform and service provision.
  • Participate and plan appropriate training to ensure knowledge is gained in all relevant products and platforms.
  • Continuously review product customer facing technical documentation and suggest (and where relevant add) improvements.
  • Processes and Incident Tracking Tool
  • Manage, track and own technical support tickets in accordance with OLA’s and SLA’s.
  • Identify and prioritise investigations and workload as outlined in guidelines.
  • Use investigation tracking tool in accordance with guidelines, ensuring all aspects of an investigation are recorded and the correct and most relevant categories and options are selected.
  • Customer Communication
  • Recognise the technical capabilities and understanding of the incident reporter and communicating at the relevant level of language, jargon and detail accordingly.
  • Utilising different mediums of communication that best suit the customer’s needs.
  • Working in accordance to the Technical Support best practices guidelines.

Skills Required

Customer Communication (Advanced)
Job Description

  • Provide technical support to external customers (administrators, users and teachers) and CUP Sales and CS teams for one or more business streams - investigate issues to successful resolution and / or liaising with senior technical team.
  • Accepting the customer’s issue and gathering the relevant technical information.
  • Responsible for resolving basic customer issues.
  • Analyse the symptoms of a technical problem to identify the underlying problem.
  • Participate in review of issues with colleagues to recognise any wide spread issues or potential critical customer situations that may not be evident from the outset.
  • Identify issues and trends in technical support issues and escalate these through the appropriate channels.
  • Make decisions on the next step of investigation based on the patterns of behaviour reported by the customer(s) and identifying the impact on other customers or functions. – including escalating to specialist or deeper level investigators as required.
  • Use problem solving and researching skills to identify and escalate product and platform bugs to relevant teams. Communicate bug fixes to customers.
  • Using symptoms, details and pattern of problems supplied by customer to decide if the issue is potentially a known issue and providing the appropriate solution (including workarounds).
  • Resolve any user or administrator procedural errors
  • Perform characterisation and troubleshooting activities including;
  • Collecting information and details of the mode of failure
  • Collecting information and details of the frequency of occurrence
  • Understanding and communicating the impact of the issue on the individual user, institute and potential to affect other users and institutes.
  • Gather error coded and conditions of failure
  • Determine if issue is expected behaviour, a limitation or a defect in the product or platform that requires further investigation.
  • Attempt to isolate the error or symptom to a specific component, product or area of platform.
  • Determine if any changes to the system (such as updates, configuration changes or add-ons) may be the cause of the issue.
  • Recreate the technical issue where relevant and necessary.
  • Populate Knowledge Repository with problem and solution info.
  • Communicate status of the technical investigation to the customer.
  • Mentor new team members as appropriate.

Job Details

Job Location

Makati City, Metro Manila

Employment Type


Job Category

Customer Service

Work Schedule

Amenable to Any Shift

Position Level


Job Perks

Flexible working schedule

HMO up to 3 dependents

Discounted Gym Membership

Cambridge University Press - Manila
Company Size
501-1000 Employees
Information Technology
Company Perks

Cambridge University Press is part of the University of Cambridge. Our mission is to unlock people’s potential with the best learning and research solutions. Our vision is a world of learning and...

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