27853BR
Achievement & Assessment Inst
Position Overview
Assessment & 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 Description
60% - 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
- Microsoft Office applications: Outlook, Word, and Excel
- Windows: Installing applications, troubleshooting errors
- CSV File Uploads
Preferred Qualifications
Contact Information to Applicants
Brad Hansen, [email protected]
Additional Candidate Instruction
A 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.
Advertised Salary Range
Starting at $40,000, commensurate on experience
Application Review Begins
27-May-2024
Anticipated Start Date
10-Jun-2024
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 person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX, [email protected], Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY.
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