Customer Support Technician

at University of Kansas in Lawrence, Kansas, United States

Job Description


Job Title:

Customer Support Technician


Achievement & Assessment Inst

Primary Campus:

University of Kansas Lawrence Campus

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.

Req ID (Ex: 10567BR) :



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,, Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY.

Work Schedule:

M-F, 8-5

FLSA Status:


Conditions of Employment:

Contingent on Funding

Contact Information to Applicants:

Brad Hansen,

Required Qualifications:

1. High school diploma or GED

2. One year of relevant experience

Employee Class:

U-Unclassified Professional Staff

Advertised Salary Range:

Starting at $40,000, commensurate with experience



Preferred Qualifications:

1. Experience providing technical support via phone, email and chat

2. Working knowledge of MS Office Suite including Excel, Word and Outlook

3. Basic working knowledge different operating systems such as Windows, MacOS, iOS/iPadOS, and ChromeOS

4. Excellent writing and verbal communication skills

5. Software testing experience

6. Experience with educational assessment systems

7. Basic SQL knowledge

8. Experience working with CSV files

Position Overview:

Assessment & 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 and providing feedback based on their experiences working closely with field users.

In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 8 hours of sick leave earned every month, nine paid holidays plus one discretionary day, a retirement program, medical & dental insurance, life and disability insurance, other benefit plan options and State of Kansas discounts offered by various vendors. KU also offers employees educational and professional development opportunities. KU is a great place to work! The University actively encourages applications from members of underrepresented groups.



Application Review Begins:


Anticipated Start Date:


Additional Candidate Instruction:

A complete application consists of:

+ Cover Letter

+ Resume

+ 3 Professional references

Incomplete applications will not be considered.

Review of applications begins 11/27/2023 and continues as needed to collect a pool of qualified applicants. For first consideration, please apply by 11/27/2023.

Job Family:

Information Technology-KUL

Work Location Assignment:


Position Requirements:

Position may allow hybrid schedule occasionally.

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Job Posting: JC250843238

Posted On: Nov 08, 2023

Updated On: Dec 11, 2023

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