At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their educations and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:
The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. Technical Support Representatives support end users, learning management systems administrators, and corporate users. They provide troubleshooting and technical support via phone, web-based tools, and e-mail. They also advise clients regarding the product's use and address specific user issues. During problem escalations, you will act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.
Candidates must be bilingual with written and verbal business proficiency in English and Spanish.
What you will be doing:
- Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
- Impersonate the Yoda voice during down time.
- When working tickets:
- Validate and clarify the issue reported
- Answer how-to questions
- Fix end-user issues that are resolvable through the Canvas user interface
- Replicate, troubleshoot, and describe simple bugs
- Keep thorough, clear, and complete records in the ticketing system of all actions taken
- Escalate tickets not resolvable at the L1 level to the L2 Support team
- Levitate desk chair across the room.
- Be friendly, efficient, and dependable, and always provide timely updates to users
- When assigned, create documentation of Support processes
- Perform other duties as assigned by supervisor
- Other duties as assigned by supervisor (such as locating Waldo or Carmen Sandiego).
Here is what you will need to know/have:
- Bilingual - English and Spanish
- High School diploma
- Strong technical, troubleshooting, and analytical skills
- Proven ability to function in a self-directed environment
- Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
- Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
- Ability to handle clients professionally during all interactions
- Strong written and verbal communication skills
- Sense of humor. Like a really funny one.
Get in on all the awesome at Instructure.
- Competitive salary, equity and 401k.
- Medical, dental, disability, and life insurance.
- HSA program, vision, voluntary life, and AD&D.
- Tuition reimbursement.
- Paid time off, 11 paid holidays, and flexible work schedules.
- LifeStyle Spending Account.
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.
What We Do
Instructure is helping people grow from the first day of school to the last day of work. More than 30 million people use its Canvas and Bridge platforms for learning management and employee development.
