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Technical Analyst (Brazilian Portuguese speaking)

Location: Cambridge

Scientia the global market leader in timetabling and resource scheduling software solutions for Higher Education, Government and Private sectors, is extending its team of support agents.

With close to 500 customers in over 34 countries and 6 continents, we are proud to list many of the best universities in the world amongst our customers.

This vital customer facing role represents an opportunity for a recent graduate to grow in our team of expert service analysts, working closely with our experienced web developer team.

Our Technical Analyst will:

  • Support clients within South America, which includes consultancy delivery
  • Follow and understand industry best practise support methodologies
  • Strive for improvements and provide recommendations regarding software products
  • Take ownership of requests following them to resolution, including identifies problems and propose/undertake solution
  • Proactive when dealing with customer issues
  • Help maintain knowledge articles and other internal documentation as well as developing quality standards and best practice techniques
  • Meet SLA’s whilst adopting ITIL processes
  • Undertake the testing of software and systems, with particular focus on adaptation for South American clients.  Propose solutions
  • Communicate effectively with colleagues inside and outside of the support team
  • Work with colleagues to ensure excellent customer experience, peer reviews
  • Triage and resolve requests following the ITIL process
  • Deal with and reports on breaches in security whilst reporting any potential threats, and aids with disaster recovery plans
  • Provide sales support 


The ideal candidate will:

  • Be educated to degree standard or have the appropriate industry experience
  • Have proven experience of Syllabus Plus+
  • Be technically minded and customer focused
  • Be a problem solver, negotiator and proactive
  • Have the ability to work as a team and independently
  • Maintain a calm, analytical disposition
  • Is willing to take on new skills and improve knowledge of all relevant areas
  • Have practical experience in a support environment
  • Continue with training in ITIL processes, techniques and best practice
  • Be focussed on task completion and client satisfaction
  • Be fluent in other languages  - Brazilian Portuguese and Spanish essential
  • Have an understanding of and proven relationship amongst universities within South America


Opening Date: 12th June 2017

Closing Date: 10th July 2017

Competitive salary on offer

We are not accepting applicants via an agency at this time