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[URGENT] Bilingual - TSR - English and Japanese Speaking
Job Responsibilities: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.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 minimize 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.Job Qualifications:Educated to a degree level in a relevant subject, or have equivalent experience in a software/system support role.With N2 Level certification on Japanese Language Proficiency Test (advantage: N1 Level).Desirable;
- Formal IT qualification, such as ISEB Software testing qualification, ITIL certificate or a relevant Microsoft qualification. Recognised English language qualification at approximately level C1 or higher on the Common European Framework.
COMPANY OVERVIEW: CAMBRIDGE UNIVERSITY PRESS
We are deeply rooted in the brand identity of Cambridge University Press UK, the oldest publishing house in the world and the oldest university press. It is also the publishing business of the University of Cambridge, one of the world’s leading universities and research institutions.
The Manila office was set up in 2003 when the Press decided to partly maintain its IT systems offshore. It was an attempt to provide a direction towards a new way of developing, implementing, and achieving software processes at a reasonable cost without compromising the brand’s character.
In 2012, the Manila office began to function as Regional Operating Headquarters (ROHQ). Through its new business identity the Manila office may now generate income by performing qualified services for the Press’s affiliates, subsidiaries, or branches globally.
And in 2014, Cambridge English Language Assessment (CELA) became one of our partners. It is the world’s largest provider of English language curriculums and qualifications for young learners and adults. It is also one of the international examination boards managed by Cambridge Assessment.
Today, the Manila office has grown to 400 plus personnel with expertise in the fields of Information Technology, Digital Publishing, and Customer Services. For thirteen years the Manila office has remarkably made exceptional service and technological contribution to the fulfilment of the Press’s goals and objectives. Currently, the organisation is making initiatives to developing new technological solutions and service innovations to meet the growing needs of our partners within the Cambridge community. Cambridge University Press and Cambridge Assessment are continually making investments to achieve their desired products and services that would enable current and future customers develop better online experience.
• IT • Customer Service/Call Centre/BPO
Technical Support Engineer
Full Time, Employee