Customer Support Technician - 21366BR
Customer Support Technician
Customer Support Technician
Department:
Achievement & Assessment Inst
Location/Division:
University of Kansas Lawrence Campus
Work Location Assignment:
On-Site
Reg/Temp:
Regular
Employee Class:
U-Unclassified Professional Staff
Position Overview
Agile Technology Solutions (ATS), a unit within the Achievement and Assessment Institute at KU, is seeking a customer support technician with advanced troubleshooting skills to assist clients in administering assessments through the Kite system. ATS customer support technicians will 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 KPIs. They will also assist development in reviewing upcoming releases, providing feedback based on their experiences working closely with field users.
Job Description
- 70% - Responsible for directly responding to client support request 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, and setting up and troubleshooting client testing environment.
- 30% - Review new 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.
Position Requirements
Position may allow hybrid schedule occasionally.
Required Qualifications
- High school diploma/GED and one year of relevant experience
Preferred Qualifications
- Experience providing technical support via phone, email and chat.
- Working knowledge of MS Office Suite including Excel, Word and Outlook
- Basic working knowledge different operating systems such as Windows, MacOS, iOS/iPadOS, and ChromeOS
- Excellent writing and verbal communication skills
- Software testing experience
- Experience with educational assessment systems
- Basic SQL knowledge
- Experience working with CSV files
Additional Candidate Instructions
A complete application consists of:
Application review begins 05/02/2022 and will continue until a pool of qualified applicants has been obtained.
- Cover Letter
- Resume
- Names and contact information of three professional references
Application review begins 05/02/2022 and will continue until a pool of qualified applicants has been obtained.
Contact Information to Applicants
Charles Turner, charles.turner@ku.edu
Advertised Salary Range
Minimum $36,000
Work Schedule
M-F, 8-5
Application Review Begins
03-Mar-2022
Anticipated Start Date
28-Mar-2022