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:000+
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Imagine a world powered by everyone’s full potential.
Picture everyone having fair access to higher education, enabled by admission processes that allow applicants to be seen for their full potential, including lived experiences, cultural influences, values, and soft skills.
In that world, higher education programs are also enabled with technology that streamlines complex operations and delivers analytics and insights that can increase student and program success.
That’s what we’re building at Acuity Insights.
Right now, we do it with our admissions assessment products (Casper & Duet), program management products (One45 & MSPE Builder), and our data integration platform (Analytics).
These products help schools discover, select, train, and graduate future doctors, nurses, teachers, engineers, business leaders, and other professionals who reflect the diversity of our communities and bring skills like empathy, integrity, resiliency, and professionalism into the workforce.
Acuity Insights is at a new growth stage. Our roots are planted firmly in health sciences and medical education. We are exploring and expanding into engineering education, business schools, and other professional disciplines.
You now have a chance to be part of that scaling journey when you join our team as an Applicant Support Administrator to empower applicants with the support and information they need to prepare for and complete the Casper admissions test.
The Applicant Support Administrator position is a remote, full-time individual contributor role based in Australia. It reports to Gregory Wong (Manager, Operations - Support) in Toronto, Canada. The Support Team currently has team members in Vancouver, Calgary, Montreal and Toronto, Canada, and in Melbourne, Australia.
As an Applicant Support Administrator on the Casper Operations Support team, you'll help support our most widely used product, Casper.
Casper is a soft skills test used in the admissions process of hundreds of academic programs globally, including teacher's colleges, engineering, and medical schools. Over 140,000 applicants take the test every year.
Applicants depend on your work to help them take the test, and their test results empower schools to make informed admissions decisions. That means your work will significantly influence the academic and career paths of thousands worldwide.
In this multi-faceted role, your day-to-day will consist of various supporting activities and tasks, like answering applicant inquiries or assisting with requests from our Support Agents or Customer Success team.
As our Support team members move toward specialized focus areas, you also will become the Casper Operations Support team’s go-to person for Special Test Arrangements.
Special Test Arrangements
In this role, you will lead the support for applicants with disabilities, functional limitations, or temporary medical conditions who need additional time, assistive software, assistive personnel or other arrangements when taking the Casper test. You’ll enable a test experience that meets their unique needs so they have a chance to pursue the education they want.
You get to directly support 1% of all applicants taking the Casper test across all programs and geographies, owning the queue of incoming submissions and responding to the majority of special test arrangement requests, an average of 1,200 submissions a year.
The work entails processing and parsing technical documents, understanding the nature of the requests and identifying deficiencies in documentation or unreasonable demands while protecting the confidentiality and privacy of applicants.
You'll collaborate with applicants to finalize their special test arrangements, ensuring compliance with our policies. Occasionally, you'll liaise with other team members, including Security and Product teams, as well as external medical professionals and the applicant’s parents, to navigate unique situations. Your evaluations and decisions regarding applicant requests will be informed by their individual circumstances and recommendations from qualified professionals.
Test Support
As an Applicant Support Administrator, you will also immerse yourself in the Casper test experience and help with the behind-the-scenes work involved in scheduling and setting up tests. That includes preparing technical support and personnel and coordinating contract support agents and proctoring teams.
You also get to provide live test support a few times a month. This involves directly assisting applicants with questions and troubleshooting, guiding Test Support Agents and proctors on processes and effective communication, and handling escalating and complex incidents.
Process Optimization
Right now, we’re at the start of a new growth phase, giving you a chance to impact how our test support infrastructure and processes evolve directly and are optimized to support a higher volume of applicants this fiscal year.
Leveraging your drive to challenge the status quo and interest in continuous improvement, you will seek and identify opportunities to streamline and automate our support operations, explore and experiment with solutions, and lead your initiatives to implement new tools, processes, and policies.
An example improvement project includes developing a more robust special test arrangement request review process that ensures qualified medical oversight. Another initiative is collaborating with the Product and Security teams on opportunities for system enhancements to reduce the manual workload involved in processing each request.
As a contributor on the Support team, you'll represent the voice of the applicants and gather and share their feedback, insights, and concerns with our teams. You'll also anticipate and communicate the impact of product and process changes on applicants and advocate for their needs to drive improvements in the Casper test experience.
Measurements of Success
Your success at Acuity Insights is measured by two key metrics: ensuring 100% of special test arrangements are processed on time and Applicant Satisfaction Score, which you share with other Casper Operations team members.
You’ll know you are meeting performance expectations in your role when:
Working Hours
2-3 days per week, your hours will be:
The remaining 2-3 days per week, your hours will be:
To ensure an equitable and inclusive process, all candidates will receive equal consideration for an interview, whether applying, introduced as a referral or contacting the manager or recruiter directly.
We look at every resume.
Your application is evaluated based on your professional experiences, how you’ve applied your knowledge and skills to make an impact, and the personal qualities you demonstrate.
You must reside in Australia and be eligible to work there to be considered for an interview.
Our interview process is designed to be a two-way discovery and create space for meaningful conversations.
We want to learn who you are as a human & professional, understand your experiences, assess your skills, and ensure alignment with our mission, values and business needs.
We encourage you to be curious and ask insightful questions throughout our conversations.
Here are the steps you can expect:
Acuity Insights is a Canadian company founded in 2014.
Our first product (Casper) was invented by Dr. Kelly Dore and Oncology Professor Harold Reiter to improve the admissions process at McMaster University's School of Medicine in Ontario. They recognized that traditional entrance exams and cover letters were biased and lacked insight into applicants' emotional intelligence and professionalism and built a test to assess those skills.
We acquired One45, a medical education software company, in 2021. The acquisition expanded our product line with two new products (One45 & Analytics) and doubled the size of our team.
Behind Acuity Insights today, you'll find a team of 130+ caring, curious, and driven individuals collaborating remotely across Canada and some international locations.
It’s a team that actively fosters a culture and builds an environment where everyone feels included, respected, valued, and well-supported and has the energy to bring their full potential to work.
The presence and representation of a wide range of identities, backgrounds, and perspectives on our team is a strength. Our diversity fuels our ability to innovate, helps us build and evolve our market-leading products, contributes to a healthier work environment, and enables us to build a sustainable and capable organization to deliver the business outcomes we want.
We encourage individuals from non-traditional backgrounds or historically marginalized and underrepresented groups to explore and apply to our open roles.
Thanks for your interest in Acuity Insights as your potential new workplace!
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