Customer Support Technician

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.

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 universitys 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 the Office of Civil Rights and Title IX Room 1082 Dole Human Development Center 1000 Sunnyside Avenue Lawrence KSTTY.

Work Schedule
40 hours/week Monday-Friday 8 am 5 pm

Contact Information to Applicants
Brad Hansen

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

1. One (1) year software testing experience including following testing plans and writing defects.
2. One (1) year experience of general use and installing applications with the following operating systems: MacOS iOS/iPadOS ChromeOS and AndroidOS.
3. One (1) year experience with educational assessment systems.
4. Basic SQL knowledge as evidenced by application materials.

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.

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 applicantsisidentified.

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.