Description

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 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.

KU is not able to provide immigration sponsorship for this position.

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:

• testing students,
• 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 QA as needed.

10% - Other duties as assigned.

Position Requirements

This is a hybrid position, requiring on-site work for 2-5 days per week at either the St. Andrews Office Facility, 1515 St. Andrews Dr., Lawrence, KS or the BEST Building, 12604 Quivira Road, Overland Park, KS.

Required Qualifications

1. High school diploma/GED AND one (1) year of relevant experience.
2. Demonstrated excellent written and interpersonal communications skills, as evidenced by application materials.
3. At least one (1) year providing technical support via multiple modes (i.e., phone, email, chat).
4. At least one (1) year experience utilizing the following technology:

• Microsoft Office applications: Outlook, Word, and Excel
• Windows: Installing applications, troubleshooting errors
• CSV File Uploads

Additional Candidate Instruction

A complete application consists of:

1. The University of Kansas online application
2. A cover letter that describes how you meet the required and preferred qualifications. If you do not live in the Lawrence, Kansas area, include in your cover letter how you will meet the requirement of being onsite in the Lawrence or Overland Park office 2-5 days per week. Relocation assistance will not be provided for this position.
3. A Resume or CV
4. Contact information for three (3) professional references

Incomplete applications will not be considered.

Application review begins Friday, March 13th and will continue until a qualified pool of applicants is identified.

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 procedures and is the Title IX Coordinator for all KU and KUMC campuses: Associate Vice Chancellor for the Office of Civil Rights and Title IX, civilrights@ku.edu, Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY. Reports can be submitted by contacting the Title IX Coordinator as provided herein or using the Title IX online report form and complaints can be submitted with the Title IX Coordinator or using the Title IX online complaint form.