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:

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.

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/GED Equivalency AND one (1) year of relevant experience.

2. Excellent writing and verbal communication skills as demonstrated by application materials.

3. Experience providing technical support via multiple modes (i.e., phone, email, chat).

4. Experience with the following technology as demonstrated by application materials:

5. Microsoft Office applications: Outlook, Word, and Excel

6. Windows: Installing applications, troubleshooting errors

7. CSV File Uploads

Employee Class:

U-Unclassified Professional Staff

Advertised Salary Range:

Starting at $40,000, commensurate on experience



Preferred Qualifications:

1. Software testing experience including following testing plans and writing defects.

2. Experience of general use and installing applications with the following operating systems: MacOS, iOS/iPadOS, ChromeOS, and AdroidOS.

3. Experience with educational assessment systems.

4. Basic SQL knowledge as demonstrated application materials.

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.



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 on May 27, 2024 and continues as needed to collect a pool of qualified applicants. To ensure consideration, apply before the application review date.

Job Family:

Information Technology-KUL

Work Location Assignment:


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Job Posting: JC259954878

Posted On: May 17, 2024

Updated On: Jun 14, 2024

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