Customer Support Technician

Position OverviewAssessment & Technology Solutions (ATS), a unit within The Achievement & Assessment Institute (AAI) at KU, is seeking a Customer Support Technician with advanced troubleshooting skills to assist K-12 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.
Job Description60% - 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:

• test administration,
• obtaining and understanding reports provided by the testing system,
• setting up and troubleshooting client testing environment, and
• 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 Quality Assurance (QA) as needed.
10% - Other duties as assigned.Required Qualifications

1. High school diploma/GED Equivalency AND one (1) year of relevant experience.
2. Excellent writing and verbal communication skills as demonstrated by application materials.
3. Experience providing technical support via multiple modes (i.e., phone, email, chat).
4. Experience with the following technology as demonstrated by application materials:
   • Microsoft Office applications: Outlook, Word, and Excel
   • Windows: Installing applications, troubleshooting errors
   • CSV File Uploads

Preferred Qualifications

1. Software testing experience including following testing plans and writing defects.
2. Experience of general use and installing applications with the following operating systems: MacOS, iOS/iPadOS, ChromeOS, and AdroidOS.
3. Experience with educational assessment systems.
4. Basic SQL knowledge as demonstrated application materials.

Additional Candidate InstructionsA complete application consists of:

• Cover Letter
• Resume
• 3 Professional References

Incomplete applications will not be considered.
Review of applications begins on May 27, 2024 and continues as needed to collect a pool of qualified applicants. To ensure consideration, apply before the application review date.
Contact Information to ApplicantsBrad Hansen, dbhansen@ku.edu
Advertised Salary RangeStarting at $40,000, commensurate on experienceWork ScheduleM-F, 8-5Application Review BeginsMonday May 27, 2024Anticipated Start DateMonday June 10, 2024Apply to Job