Customer Support Technician

The University of Kansas; Lawrence (KS); Hybrid; USD 40,000 - 49,000; Full time

Benefits offered by this job

Paid vacation (176 hrs/yr)

Sick leave (96 hrs/yr)

10 paid holidays

Medical and dental insurance

Retirement program

Life and disability insurance

Educational and professional develop.

Job summary

The University of Kansas, through its Achievement & Assessment Institute, seeks a Customer Support Technician to help educators administer assessments via the Kite system. This hybrid role requires on-site work in Lawrence or Overland Park, KS, with duties spanning setup, testing, reporting, and collaboration with software teams.

Excellent communication and problem-solving skills are essential to handle diverse cases, support multiple channels, and ensure timely responses while contributing to

Qualifications

• High school diploma/GED AND one year of relevant experience.
• One year experience providing technical support via phone, email, chat.
• One year experience using MS Office, Windows OS, and CSV uploads.

Responsibilities

• Respond to customer requests via phone, chat, and email throughout the testing process.
• Set up and troubleshoot client testing environments and tests.
• Prepare daily reports for internal and external users.
• Test students and obtain/understand reports from the Kite system.

Skills

Technical support

Phone/Chat/Email support

Interpersonal communication

Attention to detail

Education

High school diploma or GED

Tools

MS Office

Windows OS

CSV uploads

Job description

Position Overview

The Achievement & Assessment Institute (AAI), through its ATS center, is seeking a Customer Support Technician with advanced trouble shooting 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.

About the Achievement & Assessment Institute (AAI)

The Achievement & Assessment Institute is a nationally recognized leader in large-scale assessment and educational research. Its work supports state education agencies across the country and contributes to improving outcomes for student populations.

KU employees have great benefits!

• 176 hours of paid vacation per year
• 96 hours of sick leave per year
• 10 paid holidays
• Medical and dental insurance
• Retirement program
• Life and disability insurance
• Educational and professional development opportunities

Visit the KU benefits website for more information.

KU’s excellence is a result of the rich tapestry of experiences, perspectives, and backgrounds of our faculty, staff, students, and colleagues from across our nation and the globe. At KU we invest in continuous learning and growth by creating a climate where people engage in respectful dialogue and debate and support each other’s success. We foster a culture of care where each person is valued. When people feel a true sense of belonging, we believe they are better able to reach their full potential and achieve remarkable things.

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
• 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 which requires 2-5 days on-site in our Lawrence or Overland Park, Kansas office.

Required Qualifications

1. High school diploma/GED AND one (1) year of relevant experience.
2. One (1) year experience providing technical support via multiple modes (i.e., phone, email, chat).
3. One (1) year experience utilizing the following technology:

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

Demonstrated excellent written and interpersonal communications skills, as evidenced by application materials.

Preferred Qualifications

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.

Additional Candidate Instructions

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 Tuesday, September 29th and will continue until a qualified pool of applicants is identified.

Contact Information to Applicants

AAI HR [e-mail]

Advertised Salary RangeStarting at $44,100

Application Review BeginsTuesday September 29, 2026

Anticipated Start DateMonday October 5, 2026