Bilingual Test Support Agent
Altus Assessments, Canada
Job Description
About Altus Assessments:
We are here to create a world served by exceptional professionals. Our products: Casper, Snapshot, and Duet, together called the Altus Suite, help higher education institutions to look beyond book smarts, seeing a clearer, more holistic view of applicants. It’s used by 360+ academic partners in Canada, the US, Australia (and growing!) with 150,000+ applicants taking the test each year, and covers 90% of all US medical school applicants. We also host the Admissions Summit, an annual 2-day conference, and power the Alo Grant, an annual $100,000 research fund.
We are looking to expand our Test Support team with a group of tech-savvy and collaborative quick learners, who thrive in a fast-paced environment.
Your role:
Test Support Agents are a key part of Altus’ operations as well as our mission to create a world served by exceptional professionals, by providing real-time technical guidance and caring support to our applicants, via an online chat support platform (only typed responses, no phone support).
What you should know about the Casper 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 type their responses to 12 scenarios of 3 open-ended questions
- The Casper test takes approximately 1.5 hours to complete, however, test support is 3 hours per test session to account for the support that is needed before, during, and after the live test
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
- Acting as the face of Altus Assessments, helping applicants navigate through their test and providing exceptional, clear, and caring support with every step of the way
- Providing feedback to help us improve our products, platforms, and processes
The ideal candidate for the role has:
- Outstanding typed, written communications skills (English and French)
- The ability to thrive in fast-paced environments and stay calm under pressure
- Strong attention to detail and problem-solving skills
- A high level of comfort working with technology
- A friendly and compassionate attitude
- Alignment with our company mission and values
- Customer Support experience preferred
Job Details / Time Commitment:
- Casual contractor position
- Test support will take place online, via Google Meet / Zoom video conferencing
- 3-6 hours per test support session, 3-9 times per month
- After hours and weekend work. The schedule will change on a monthly basis, based on your availability and our testing schedule/test support needs
- Weekdays: test support normally takes place between 4-7pm and/or 7-10pm EST
- Sundays: test support normally takes place 12-3pm and/or 3-6pm EST
- Potential opportunity for additional part-time work with flexible hours to answer applicant questions out of testing hours, on an as needed basis
Requirements
Additional Requirements:
- Access to a personal computer with a webcam and strong wifi connection
- Access to a smartphone for 2 Factor Authentication purposes
- Fluent in English and French languages
Compensation:
$24/hour (CAD)
To learn more, visit us at altusassessments.com and takecasper.com
Our Hiring Process:
Our hiring process optimizes for a positive candidate experience. The general hiring process looks like the following:
- Introductory video chat: Leigh (our Operations Manager, Support) and Noëlla (our French Operations Coordinator) 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.
- Mini Casper Test: If you pass the video chat, 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 support the applicants through. It will also give us an opportunity to evaluate your written bilingual communication skills.
- 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)
- Offer: If you are our perfect match, and we’re yours, an official offer will be made!
- Onboarding: Training sessions for this role will begin the week of March 29, 2021. Attendance is mandatory.
- Session 1: March 29th or March 30th from 5:30