Higher Education Test Support Agent - Casper (Casual Contract)
Acuity Insights, Canada

Imagine a world where everyone has equitable access to higher education, enabled by holistic admission processes that give applicants a chance to show their full potential, share lived experiences and cultural influences, demonstrate soft skills, and highlight academic achievements.

At Acuity Insights, that’s the world we are building. We are a purpose-driven EdTech company on a mission to create a world powered by everyone’s full potential.

Our product, Casper, is a test that helps higher education admission teams identify and select high-potential applicants for their programs. The test measures social intelligence and professionalism, including skills predictive of academic and future career success like empathy, communication, collaboration, self-awareness, resilience, problem-solving, and ethics.

We are looking to expand our Casper Test Support team with technically proficient and collaborative quick learners who thrive in a dynamic environment. Onboarding starts February 18, 2024.

Test Support Agents are a key part of Acuity Insights’ Casper 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 proficient in both English and French are strongly preferred, but candidates only fluent in English will also be considered.

How Casper Works:

• Casper uses a unique open, video and text response format, leading to more authentic, in-the-moment responses.
• From their personal computers, applicants answer 2 open-ended questions for 6 video-recorded responses and 3 open-ended questions for 8 typed scenarios.
• Applicants can justify their reasoning, express their values, and share their unique perspectives and experiences.
• After Applicants complete their test, responses are evaluated and scored by Casper raters.
• Admissions teams add Casper scores to their evaluations, providing a more holistic assessment of each applicant
• The Casper test takes approximately 1.5 hours for an applicant to complete
• Test support is 3 to 3.25 hours per test session to ensure Applicants have access to any support they need before, during, and after the test

What you get to do:

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

• To reside and be eligible to work in Canada.
• 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
• To be an efficient and effective written communicator
• The ability to thrive in dynamic environments and keep calm in high-pressure situations
• Strong attention to detail and problem-solving skills
• A high level of comfort working with technology
• A friendly and compassionate attitude

It’s a bonus if you:

• Bring experience in Customer Support
• Also have professional or fluent proficiency in French

• Casual contractor position
• Test support will take place online via Google Meet / Zoom video conferencing
• 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.
• 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:
• Weekdays: most commonly on Tuesdays or Thursdays. Sessions run from 5:15 to 8:30 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
• Occasionally, tests are on Saturday evenings, or weekdays in the early morning (various times between 2:00 and 8:00 a.m.)
• Potential opportunity for additional part-time work with flexible hours to answer applicant questions out of testing hours on an as needed basis.

$24/hour (CAD)

1. 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.

Job Rewards and Benefits