Job Description

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: $20.80 - $20.80 per hour
• Company: Instructure

Instructure is a company focused on creating intuitive products that simplify learning and personal development. The Technical Support group is responsible for providing technical assistance to end-users of Canvas, a cutting-edge LMS software. This role supports end users of Canvas, learning management systems administrators and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.

Requirements

• Strong written and verbal communication skills in English.
• 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.
• 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.

Responsibilities

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users.
• 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.
• Be friendly, efficient, and dependable, and always provide timely updates to users.
• Create documentation of Support processes (when assigned).
• Perform other duties as assigned by supervisor.

Company Information

• Company Culture: Fun, friendly, and helpful.
• Compensation: Competitive compensation.
• Benefits:
  • Life Spending Account (LSA) – to pay for various lifestyle expenses.
  • An extra week off for the whole company every year.
  • Employee recognition program through Motivosity.
  • Goal-setting, proactive reviews, and internal training.
  • Employee assistance program.
  • Tuition reimbursement.
  • Apple equipment and Macbooks.
  • Home Office Stipend.
  • Wellness motivation through Wellable (workplace meals).