Tier II Systems Support Agent-2

Job Overview

The Systems Support Agent will be responsible for learning and understanding Cambium’s proprietary online testing software, related web-based applications and internal case analysis tools. Based on that understanding, the Systems Support Agent should be able to provide Tier 2 level support to users located in multiple states and time zones across the United States.

Job Responsibilities

• Provide problem resolution for all system requests escalated by the Tier I Help Desk or Program Management teams in an accurate and timely manner.
• Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications.
• Ability to support installation and troubleshooting on both desktop (i.e., Macs, Linux, and Windows) and mobile (i.e., iPad and Chromebook) devices; problem/incident recording, and problem resolution/escalation.
• Provide accurate and timely logging of issues and resolutions in the 8x8 ticketing system.
• Ability to interact with external users to obtain and convey concise problem information in a professional manner by phone or email.
• Help resolve user-reported problems in adherence with established procedures and policies for the handling of support cases.
• Regular communication with the core item bank software team, CSSC team and the project directors.
  
  

Job Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• 2-5 years of experience in software helpdesk/customer support in Ed-Tech.
• Excellent communication skills to understand user issues and communicate issue resolutions.
• High attention to detail.
• Excellent time management.
• Quick aptitude for learning new software.
  
  

Preferred Qualifications

• Experience with CAI Assessment systems.
• Ability to work independently, learn quickly and accomplish tasks under limited supervision.
• Highly motivated to achieve client satisfaction with timely, high-quality services.
• Self-starter and motivator with a strong sense of accountability.
• The intellectual capacity to interpret, analyze and troubleshoot technical problems.
  
  

Why Work With Us?

When you work with Cambium Assessment, you’ll be helping to design and build inspiring solutions that make a real impact on the online testing industry, as well as the educators and students we support.

Our Ground Breaking Work Includes

• Advanced computer-adaptive algorithms
• Mobile support of user interfaces
• Learning management systems with social media features
• Universally accessible user interfaces
• Machine scorable items
  
  

In the 2021–2022 school year, we delivered more than 100 million online tests, successfully supported peak testing volumes exceeding 1.3 million simultaneous test takers, while ensuring an average response time of less than a tenth of a second. We have the most advanced features of any online testing system, and we continue to push boundaries to improve student performance measurement and enabling educators with actionable insights to drive better overall educational outcomes for our students. To learn more about our organization and the exciting work we do, visit www.cambiumassessment.com

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.