Customer Support Technician - 22367BR

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 and 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 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, and setting up and troubleshooting the 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
  • 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 of 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:
  • Cover Letter
  • Resume
  • Names and contact information of 3 professional references

Incomplete applications will not be considered.

Application review begins 06/17/22 and will continue until a pool of qualified applicants and all three (3) positions are filled.

Contact Information to Applicants

Charles Turner - charles.turner@ku.edu

Advertised Salary Range

Minimum $36,000, commensurate with experience

Work Schedule

M-F, 8-5

Application Review Begins

17-Jun-2022

Anticipated Start Date

27-Jun-2022

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Posting Information
Posting ID:
22367BR
Department:
Achievement & Assessment Inst
Primary Campus:
University of Kansas Lawrence Campus
Work Location Assignment:
On-Site
Reg/Temp:
Regular
Employee Class:
U-Unclassified Professional Staff
Application Review Begins:
17-Jun-2022