About this role
Customer Support Technician
Position Overview: The Achievement & Assessment Institute (AAI), through its ATS center, is seeking a Customer Support Technician with advanced trouble shooting skills to assist educators in administering assessments through the Kite system. ATS customer support technicians respond to customer requests throughout the testing process from setting up the testing environment, testing students, to obtaining and understanding reports provided by the testing system while adhering to departmental and center performance metrics.
Customer support technicians also assist software development teams with reviewing upcoming releases and providing feedback based on experiences working closely with clients.
ATS is looking for someone with excellent communication, customer service, and interpersonal skills who can work efficiently and effectively in a multi-task, customer-service-focused environment. The ideal candidate is well organized, a problem solver by nature and comfortable working through unique cases to trouble-shoot issues. The candidate should feel comfortable with leadership and responsibility once acclimated to the Kite system.
About the Achievement & Assessment Institute (AAI) The Achievement & Assessment Institute is a nationally recognized leader in large-scale assessment and educational research. Its work supports state education agencies across the country and contributes to improving outcomes for student populations.
KU employees have great benefits! • 176 hours of paid vacation per year • 96 hours of sick leave per year • 10 paid holidays • Medical and dental insurance • Retirement program • Life and disability insurance • Educational and professional development opportunities Visit the KU benefits website for more information.
KU’s excellence is a result of the rich tapestry of experiences, perspectives, and backgrounds of our faculty, staff, students, and colleagues from across our nation and the globe. At KU we invest in continuous learning and growth by creating a climate where people engage in respectful dialogue and debate and support each other’s success. We foster a culture of care where each person is valued. When people feel a true sense of belonging, we believe they are better able to reach their full potential and achieve remarkable things.
KU is not able to provide immigration sponsorship for this position.
Job Description: 60% - Primary responsibilities include client support, including responding requests via phone calls, chat, and emails. ATS customer support technicians will respond to customer requests throughout the testing process including: • testing students • obtaining and understanding reports provided by the testing system • setting up and troubleshooting client testing environment • preparing daily reports for internal and external users. 30% - Secondary responsibilities include reviewing software releases and provided feedback to development and quality assurance. Verify release using multiple platforms, log any defects found, and answer questions from developers and QA as needed.
10% - Other duties as assigned.
Position Requirements: This is a hybrid position which requires 2-5 days on-site in our Lawrence or Overland Park, Kansas office.
Required Qualifications: • High school diploma/GED AND one (1) year of relevant experience. • One (1) year experience providing technical support via multiple modes (i.e., phone, email, chat). • One (1) year experience utilizing the following technology: • Microsoft Office applications: Outlook, Word, and Excel • Windows: Installing applications, troubleshooting errors • CSV File Uploads
• Demonstrated excellent written and interpersonal communications skills, as evidenced by application materials.
Preferred Qualifications: • One (1) year software testing experience including following testing plans and writing defects. • One (1) year experience of general use and installing applications with the following operating systems: MacOS, iOS/iPadOS, ChromeOS, and AndroidOS. • One (1) year experience with educational assessment systems. • Basic SQL knowledge as evidenced by application materials.
Additional Candidate Instruction: A complete application consists of: • The University of Kansas online application • A cover letter that describes how you meet the required and preferred qualifications. • If you do not live in the Lawrence, Kansas area, include in your cover letter how you will meet the requirement of being onsite in the Lawrence or Overland Park office 2-5 days per week. Relocation assistance will not be provided for this position.
• A Resume or CV • Contact information for three (3) professional references Incomplete applications will not be considered.
Application review begins Tuesday, September 29th and will continue until a qualified pool of applicants is identified.
Disclaimer: The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability, status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for the Office of Civil Rights and Title IX, [email protected], Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY.