Casper Test Support Agent

Imagine a world where everyone’s full potential is recognised and nurtured.
- That’s the future we’re building at Acuity Insights._

We believe higher education admissions should look beyond grades to see the whole person and their potential - their experiences, strengths, and character. Our flagship assessment, Casper, makes that possible.

Casper is an online situational judgment test that presents real-world scenarios to assess essential soft skills like empathy, self-awareness, resilience, and ethical judgment. By going beyond academic performance, it helps admissions teams build more diverse cohorts and select students who are truly prepared to succeed.

A key part of this mission is ensuring applicants feel supported throughout their test experience—and that’s where our Test Support Agents come in.

If you’re based in Australia and looking for flexible, remote, on-demand work where your tech and people skills make a real impact, consider joining our community of Test Support Agents as a casual contractor. It’s a great fit if you value flexibility, want to supplement your income and enjoy purposeful, people-focused work.

**About the Role**:
As a Test Support Agent, you’ll support Casper test takers through a calm and professional online experience. You’ll be their first point of contact for help, guiding them through technical issues, answering questions, and offering reassurance.

**What You’ll Do**:

- Support applicants during test sessions via live chat, helping resolve technical issues and answering questions in real-time.
- Provide assistance outside of test times, including applicant verification, preparation or post-test queries.
- Offer constructive feedback to help improve our processes, platform, and applicant experience.
- Participate in training at the start of each admissions cycle to stay current.

**What We Offer**:

- **Remote & flexible work.**Choose when you work, and do it from anywhere in Australia.
- **Purposeful work.** Help students from all backgrounds access educational opportunities.
- **Transparent pay & predictable income.**Earn AUD $39/hour, with a guaranteed 4 hours/week, scheduled in advance (mix of live and out-of-hours support).
- **Reliable payment.** Paid via PayPal on the 10th and 25th of each month.

**You’re a Great Fit If You**:

- Are an Australian citizen currently living in Australia
- Have access to a reliable computer and internet connection
- Have experience in customer-facing support roles (especially via live chat), and are confident troubleshooting common tech issues like connectivity, browser, or access problems—guiding others through solutions with ease.
- Are resourceful, think on your feet, and stay calm when things don’t go as planned
- Communicate clearly, quickly, and empathetically in writing, and are proactive about asking questions, seeking clarity, and speaking up when something doesn’t make sense.
- Bring a strong sense of:
- Professionalism
- Empathy
- Self-awareness, including awareness of personal biases and a commitment to fairness

We welcome applicants from all walks of life across Australia

**Application Process**:

- **Take a Mini-Casper Test.**Receive an invitation to take a shortened version of the Casper test. It’s an opportunity to demonstrate the key soft skills and level of reading comprehension we’re looking for. The test takes about 25 minutes.
- **Meet a Team Member.** If you move forward, you’ll be invited to a 30-minute one-on-one video chat with a member of our Applicant Support team. This is a chance for us to verify your information—and for you to ask any questions you may have about the role, the team, or what to expect.
- **Receive & Sign Contractor Agreement.**If it’s a match, we’ll make it official and send you our contract agreement to sign.

**What Makes a Great Test Support Agent?**:
Our most successful Test Support Agents consistently:

- Have reliable availability for both live sessions and out-of-hours support
- Read between the lines, using context and subtle cues to identify and resolve issues
- Stay calm under pressure and think quickly on their feet
- Communicate clearly, quickly, and empathetically—whether supporting test takers during high-stakes moments or collaborating with the team by asking questions, sharing feedback, and speaking up when something doesn’t make sense
- Recognise and actively manage personal biases, creating a fair and respectful support experience
- Uphold a high level of professionalism in every interaction

**About Casper**:
Casper was invented in 2010 by Acuity Insights co-founders Dr. Kelly Dore and Oncology Professor Harold Reiter to improve the admissions process at McMaster University's School of Medicine in Ontario, Canada. They recognised that traditional entrance exams and cover letters were biased and lacked insight into applicants' social intelligence and professionalism and built the test to assess those skills.

Casper is a situational judgment test applicants take o