Senior Technical Support Analyst
Cambridge University Press, a leader in academic publishing, seeks a Senior Technical Support Analyst to join our Platform Technologies team. Primary responsibilities include providing customer technical support for Web products, testing new Web products, and gathering requirements/writing specs for new Web products. In addition, this position will provide second-line support to customers elsewhere in the world when issues are escalated via first-line support, provide support for the access control system(s) and related internal functionality to editorial, marketing sales, and customer services colleagues as needed, carry out new product testing and regular release testing for Academic Platforms and suggests improvements to current systems/products and recommends new features for products in development. Ideal candidates must possess at least 4 years of full-time work experience, a Bachelor’s degree, excellent written and verbal communication skills, attention to detail, and follow-through: Technical Support team members must “own” an issue from the time it’s raised through resolution. The ability to quickly learn new software programs is essential, as is experience with e-mail, MS Office, and standard web browsers (e.g. Firefox). Publishing experience is desired, along with a background in business analysis and/or customer services, and/or experience testing software.