Job Title: Bilingual Technical Support Representative

Employment Type: Full-time

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Position Overview

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.

The Instructure Bilingual 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. As part of the Full Time program, you would assist primarily end users, providing troubleshooting and technical support over the phone. You’d also advise clients regarding the product's use and address specific user issues. During problem escalations, you’d act as a liaison between customers and Tier 2 Support. You will assist clients from issue initiation through resolution or escalation.

Our Support team is awesome and available 24/7. Shifts typically fall between 6:00 am - 10:30 pm MST, 7 days a week. This means you need to have availability to work weekends. We can’t guarantee specific shifts upfront as they are based on tenure, which is why we ask for open availability for this valuable relationship to get off the ground.

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Responsibilities

• Fluency in Spanish and English
• Take incoming Bilingual phone calls, chats, and emails from admins, teachers, and student end-users.
• When working an interaction:
  • 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 call tickets not resolvable at the L1 level to the L2 Support team.
• Direct users to the correct helpdesk in instances where we cannot accommodate their request.
• Be friendly, efficient, and dependable, and always provide timely updates to users.
• Perform other duties as assigned by the supervisor.

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Requirements

• Access to home internet with speeds of at least 15 Mbps.
• High School diploma is a must.
• Working on and/or some kind of College experience in information technology fields, preferred.
• Strong troubleshooting and analytical skills.
• Proven ability to function in a self-directed environment.
• Exceptional communication skills, both written and verbal.
• Customer service experience, preferred.
• 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.
• A great sense of humor is a plus!

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Workspace Expectations

• The workspace must be private (e.g., not a library or coffee shop).
• The workspace must be physically secure, located behind a door that the remote agent can close and lock when leaving the space.
• The workspace must allow the remote agent to participate in phone calls without the other party detecting that they are working in a non-office setting.
• The workspace must have a fast, stable hard-wired internet connection.
• The workspace must be adequately lit and climate-controlled.

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Company Information

Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation.
• All full-time employees participate in our ownership program – because everyone should have a stake in our success.
• Flexible schedules and a remote-friendly culture.