Application Support Technician

Application Support Technician

Salary: £28,800 to £37,425

Location: Cambridge / Hybrid ( at least 2 days a week in the office) 

Contract:  Fixed Term (12 Month Contract), Full Time 35 Hours Per Week
 

Are you passionate about solving technical challenges while delivering exceptional customer service? If so, we'd love to hear from you.

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.  

We are currently looking for an Application Support Technician to join our Cambridge English Qualifications (CEQ) Support team. You'll be at the heart of our mission to ensure seamless digital experiences for over half a million test takers each month. This role is pivotal in maintaining the integrity and performance of our bespoke Cambridge English software systems. As the go-to expert for technical support, you'll be bridging the gap between our customers and internal teams, and contributing to the development and testing of new systems that shape the future of global education.

About the role

You will be responsible for providing world-class support to customers all over the world using our systems and websites. You will also write knowledge base articles, user guides and FAQs for our systems, take part in user acceptance testing and develop and deliver training sessions.

Additionally:

• You'll provide customer-focused technical support across a range of Cambridge software platforms, ensuring minimal disruption to the examination lifecycle.
• Your day-to-day will involve analysing support trends, identifying opportunities for product enhancements, and representing the customer voice in development projects.
• You'll lead User Acceptance Testing (UAT) for new systems, deliver training sessions internationally, and create high-quality support materials including manuals, FAQs, and interactive demos.
  
  

  Collaboration is key—you'll work closely with the Customer Service team, IT, and third-party providers, keeping stakeholders informed and ensuring that our systems run smoothly. Your insights will help shape decisions that improve customer experience and reduce service costs.

  
  Please review the job description link at the end of the advert for more information.
   

  About you

  You will possess outstanding customer service and problem-solving skills, with the confidence to stay composed under pressure and the ability to explain technical issues in clear, accessible language. You will be adept at prioritising tasks, keeping customers informed, and providing reassurance when challenges arise.  You will bring a proactive mindset and a deep understanding of exam delivery systems, APIs, integrations, and network protocols.

  Experience with Windows is essential, and familiarity with Linux/ MacOS or programming languages such as JavaScript or Python is beneficial. Prior experience in technical support is advantageous, and you should thrive in a high-pressure, team-oriented environment. A minimum of A-level education (or equivalent) is required, along with exceptional written and verbal communication abilities.

  In addition, you will bring:

  • Strong communication skills which will allow you to support a diverse, global audience with empathy and clarity.
  • A methodical approach, the capacity to make confident decisions independently, and a track record of delivering excellent service in multicultural settings.
  • Commitment to taking ownership and driving high standards in every customer interaction.
    
    

    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, flexible rewards package, featuring family-friendly and planet-friendly benefits including:

    • 28 days annual leave plus bank holidays
    • Private medical and Permanent Health Insurance
    • Discretionary annual bonus
    • Group personal pension scheme
    • Life assurance up to 4 x annual salary
    • Green travel schemes
      
      

      We are a hybrid working organisation, and we offer a range of flexible working options from day one.  We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.
       

      Ready to pursue potential? Apply now.   

      We review applications on an ongoing basis, with a closing date for all applications being the  27^{th July 2025. Those who are initially shortlisted will be invited to participate in a short screening call. If you are shortlisted further, you will be invited to attend an in-person interview ( inc. a role related task administered on the day) at our Cambridge offices, from  week commencing 4th August.}

      Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.  

      Please note, Cambridge University Press & Assessment is unable to issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/ or salary requirements. 
      
      

      Why join us  

      Joining us is your opportunity to pursue potential. You'll 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 everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.   

      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.