Application Support Technician
Cambridge University Press
6d ago

To provide expert-level technical support and guidance in the use of Cambridge Assessment English’s bespoke software systems to our global network of exam centres, agents and direct customers.

To contribute to the User Acceptance Testing (UAT) of new systems and updates as part of larger testing teams coordinated by Cambridge.

Principal Accountabilities :

To provide expert-level technical support to customers for Cambridge Assessment English software products and web-based systems.

The primary focus of the role is to ensure that any issues with the systems are efficiently resolved, to minimise disruption to the examination life cycle and candidate test experience.

To provide local-language support to and serve as the primary point of contact for our key Linguaskill customers in Japan.

To provide dedicated telephone and live-chat support in real time for high-stakes computer based test sessions taking place globally.

The job holder’s role is to ensure that candidates sitting a computer-based exam are able to take the exam, even in the event of technical difficulties.

This will at times include working in an on-call capacity to provide support outside of normal office hours.

To take an active role in the User Acceptance Testing of new software products and services as part of a wider testing team coordinated by Cambridge Assessment English.

Ensure any repeat incidents are identified and escalated to ensure the appropriate resolution is applied.

To ensure that all queries and support calls are logged & tracked in Cambridge Assessment English’s support ticket system, and to keep customers regularly informed regarding progress and resolution.

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