Test Support Agent Jobs

Our purpose:

Acuity Insights is on a mission to create a world served by exceptional professionals.

We do that by helping higher education institutions select, nurture and graduate the most well-rounded students with technical and social skills, ensuring that when they enter the workplace as physicians, teachers, engineers or any other profession, they are equipped to serve our communities with social intelligence and cultural competency.

We are looking to expand our Test Support team with tech-savvy and collaborative quick learners who thrive in a fast-paced environment.

The role:

Test Support Agents are a key part of Acuity Insights’ operations. They provide real-time technical guidance and caring support to our applicants via an online chat support platform (only typed responses, no phone support).

Bilingual candidates fluent in both English and French are strongly preferred, but candidates only fluent in English will also be considered.

What you should know about the Casper test:

• The Casper test takes approximately 1.5 hours to complete, but test support is 3 to 3.25 hours per test session to account for the support needed before, during, and after the test
• The Casper test is an online selection tool used by academic programs to help assess applicants for non-academic attributes or people skills
• From their personal computers, applicants answer 2 open-ended questions for 6 video-recorded responses, and 3 open-ended questions for 8 typed scenarios

What you will be doing:

• Assisting applicants with technical troubleshooting and answering questions about testing rules/guidelines leading up to, during, and immediately after their Casper test
• Providing feedback to help us improve our products, platforms, and processes
• Acting as the face of Acuity Insights, helping applicants navigate their test and providing exceptional, clear, and caring support every step of the way

Requirements - what will help you in the role:

• Strong attention to detail and problem-solving skills
• The ability to thrive in fast-paced environments and stay calm under pressure
• A high level of comfort working with technology
• Access to a personal computer with a webcam, microphone, and strong/reliable internet connection
• Access to a smartphone for 2 Factor Authentication purposes
• Fluent in English (and French, if applying as a bilingual candidate)
• Customer Support experience preferred
• Alignment with our company mission and values
• Outstanding written communication skills
• Strong/fast typing skills are an asset
• A friendly and compassionate attitude

Job Details / Time Commitment:

• Occasionally, tests are on Saturday evenings, or weekdays in the early morning (various times between 2:00 and 8:00 a.m.)
• Weekdays: most commonly on Tuesdays or Thursdays. Sessions run from 4:15 to 7:30 p.m. ET and 7:15 to 10:30 p.m. ET
• Weekends: most commonly on Sundays. Sessions run from 12:15 to 3:30 p.m. ET and 3:15 to 6:30 p.m. ET
• Test support will take place online, via Google Meet / Zoom video conferencing
• Potential opportunity for additional part-time work with flexible hours to answer applicant questions out of testing hours, on an “as needed” basis.
• Mostly after-hours (Eastern Time) and weekend work. Your schedule will vary each month, based on your own availability and our testing schedule/test support needs. However, the majority of our test sessions occur at the following days/times:
• 3.25 to 6.25 hours per test support session, 1 to 5 times per month. You must be available for at least 1 session per month.
• Casual contractor position

Compensation:

$24/hour (CAD)

Our Hiring Process:

Our hiring process optimizes for a positive candidate experience. The general hiring process looks like the following:

• Session 1: Monday, Aug. 14th from 6:00 to 9:00 p.m. EDT
• Introductory video chat: Gregory (our Operations Manager, Support) and Mohamed (our Operations Associate - Support) will review your application and, if selected, schedule a half-hour video chat to get to know you better and tell you more about the role and company.
• Session 2: Wednesday, Aug. 16th from 6:00 to 9:00 p.m. EDT
• Onboarding: training sessions for this role will begin the week of Aug. 14, 2023. Attendance is mandatory.
• Final decision: the hiring manager will review your application and let you know of their decision (there may be a quick additional call at this stage to help us make a decision)
• Mini Casper test: if successful, we’ll send you a mini version of our Casper test (~30 minutes). It will allow you to get a sense of the test that you may be helping to support, and give us an opportunity to evaluate your written communication skills.
• Session 3 (shadowing a live test): Thursday, Aug. 17th from 7:15 to 10:30 p.m. EDT and/or Thursday, Aug. 24th from 7:15 to 10:30 p.m. EDT
• Offer: if you are our perfect match, and we’re yours, an official offer will be made!

To learn more, visit us at acuityinsights.com and acuityinsights.app

Acuity Insights is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors. Special accommodations for candidates with disabilities can be made during the interview process if requested.