Customer Support Technician

23474BR

Achievement & Assessment Inst

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

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

Contact Information to Applicants

Brad Hansen, [email protected]

Additional Candidate Instruction

A complete application consists of:

• Cover Letter
• Resume
• Names and contact information of three professional references

Only complete applications will be considered. 

Review of applications begins 10/03/2022. For first consideration, please apply by the application review date.

Advertised Salary Range

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

Application Review Begins

03-Oct-2022

Anticipated Start Date

17-Oct-2022

Primary Campus

University of Kansas Lawrence Campus

Employee Class

U-Unclassified Professional Staff

Job Family

Information Technology-KUL

Conditions of Employment

Contingent on Funding

Work Location Assignment

Hybrid

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 persons have been designated to handle inquiries regarding the nondiscrimination policies and are the Title IX coordinators for their respective campuses: Director of the Office of Civil Rights & Title IX, [email protected], Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY (for the Lawrence, Edwards, Parsons, Yoder, and Topeka campuses); Director, Equal Opportunity Office, Mail Stop 7004, 4330 Shawnee Mission Parkway, Fairway, KS 66205, 913-588-8011, 711 TTY (for the Wichita, Salina, and Kansas City, Kansas medical center campuses).