[Remote] L1 Bilingual Tech Support (English & Spanish Speaking, full-time) at Instructure

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

EdTech, SoftwareIndustries

Requirements

Fluency in both Spanish and English is required. Candidates must have access to home internet with speeds of at least 15 Mbps and a private, secure, well-lit, and climate-controlled workspace with a fast, stable hard-wired internet connection. A High School diploma is mandatory, and some college experience in information technology fields is preferred. Strong troubleshooting, analytical, and exceptional written and verbal communication skills are necessary, along with the ability to function in a self-directed environment and excel in a fast-paced, agile setting. Customer service experience is preferred, and the ability to handle clients professionally and think quickly is essential.

Responsibilities

Provide technical assistance to end-users of Canvas, our LMS software, via phone, chat, and email. Troubleshoot and resolve end-user issues, answer how-to questions, and replicate and troubleshoot simple bugs. Maintain thorough records of all actions taken in the ticketing system. Escalate unresolved issues to the L2 Support team and act as a liaison between customers and Tier 2 Support. Advise clients on product usage and address specific user issues. Direct users to the correct helpdesk when requests cannot be accommodated. Be friendly, efficient, dependable, and provide timely updates to users.

Skills

Spanish

English

Technical Support

Troubleshooting

Customer Service

LMS Software

Ticketing Systems

Instructure

Education technology for teaching and learning

About Instructure

Instructure focuses on enhancing the educational experience for teachers and students through its technology solutions. The main product, Canvas, is a learning management system (LMS) that enables educators to create, manage, and deliver course content effectively. This platform supports various educational institutions, including K-12 schools, universities, and corporate training programs, by providing a user-friendly interface for both instructors and learners. Unlike many competitors, Instructure operates on a subscription model, allowing institutions to access its services and tools for a fee. The goal of Instructure is to empower educators and improve student outcomes by providing effective teaching tools and resources, serving over 30 million users in more than 6,000 organizations globally.

Cottonwood Heights, UtahHeadquarters

2008Year Founded

$86.7MTotal Funding

IPOCompany Stage

EducationIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Flexible Work Hours

Paid Vacation

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Tuition Reimbursement

Lifestyle Spending Account

Motivosity - employee recognition program

Risks

Algorithmic bias in AI systems could harm Instructure's reputation and user trust.

KKR's acquisition may lead to strategic shifts disrupting current operations.

Intensifying competition in EdTech could challenge Instructure's market position.

Differentiation

Instructure's Canvas platform is a leading learning management system in the EdTech market.

The company supports over 30 million users across more than 6,000 organizations globally.

Instructure's acquisition of Concentric Sky enhances its digital credentialing capabilities.

Upsides

Increased demand for hybrid learning solutions boosts Instructure's market potential.

Growing interest in micro-credentials aligns with Instructure's recent strategic acquisitions.

Expansion in emerging markets offers Instructure opportunities to increase its global footprint.

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