Assessment Technical Support Specialist

Day-to-Day Responsibilities:

Troubleshoot student computer issues related to assessment access and functionality.

Guide students through system specifications, passcodes, and platform requirements to ensure successful exam access.

Partner with external testing vendors, primarily Meazure Learning, as well as Panopto, Hessi, Zybooks, and MyProctor.

Utilize LogMeIn Rescue to remotely access and diagnose technical issues on student computers.

Identify and resolve common issues such as bandwidth limitations, external webcam requirements, and platform compatibility.

Ensure students meet system specifications and assist in troubleshooting cases where their devices do not comply.

Meet service-level agreements (SLAs), including answering calls within 30 seconds and closing cases within 24 to 72 hours, depending on urgency.

Maintain strong customer service skills, de-escalating high-stakes assessment concerns while ensuring a smooth testing experience.

Overview: One of Insight Globals higher education clients is seeking Assessment Support Specialists to join their Tier 2 assessment operations team. This team plays a critical role in troubleshooting technical issues related to student assessments, ensuring smooth exam access, and supporting escalated technology concerns. These specialists will act as a bridge between students, proctors, and various assessment platforms to resolve testing-related technical issues. The ideal candidates will have experience in technical troubleshooting, customer service, and working in a high-volume support environment.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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Must-haves:

Tier 1 & Tier 2 Technical Support Experience

Experience in technical troubleshooting remotely at a high volume via phone

Background troubleshooting testing platforms such as Panopto, Meazure Learning, or other online assessment tools.

Ability to navigate student computer specifications and perform basic system diagnostics.

Strong customer service and de-escalation skills, especially in high-pressure testing environments.

Familiarity with remote troubleshooting tools, such as LogMeIn Rescue or Bomgar or a comparable tool

Ability to work with individuals through multiple potential solutions
Comfort in a high-volume support environment.

Plusses:

Experience working with Salesforce as a ticketing system.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.