Customer Support Technician

Position Overview

Assessment & 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 and 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

This position allows for a hybrid work location for well-qualified candidates. Schedule will require work onsite 2-5 days per week, depending on time of year.

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:
  • Cover Letter
  • Resume
  • Names and Contact Information for 3 Professional References

Incomplete applications will not be considered.

Review of applications will begin on 05/16/2023 and continues until a qualified pool of applicants is identified.

Contact Information to Applicants

Brad Hansen,

Advertised Salary Range

$38,000 - $42,000 commensurate with experience

Work Schedule

M-F, 8-5

Application Review Begins

Tuesday May 16, 2023

Anticipated Start Date

Monday July 10, 2023

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Posting Information

  • Posting ID:  25066BR
  • Department:  Achievement & Assessment Inst
  • Primary Campus:  University of Kansas Lawrence Campus
  • Assignment:  Hybrid
  • Reg/Temp:  Regular
  • Employee Class:  U-Unclassified Professional Staff
  • Review Begins:  16-May-2023

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