Job Description: Technical Support Specialist (Remote, Part-time)

Position Overview

Instructure's Technical Support group is dedicated to providing exceptional technical assistance to end-users of Canvas, our innovative Learning Management System (LMS) software. This role is crucial for supporting end-users of Canvas, as well as learning management system administrators and corporate users. Responsibilities include providing troubleshooting and technical support via phone, web-based tools, and email. You will advise clients on the product's use and address specific user issues. During problem escalations, you will act as a liaison between customers and Tier 2 Support, assisting clients from issue initiation through resolution or escalation.

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

Requirements

• Strong written and verbal communication skills in English: Essential for interacting with users and documenting issues.
• Strong technical, troubleshooting, and analytical skills: Needed to diagnose and resolve technical problems.
• Proven ability to function in a self-directed environment: The ability to work independently and manage time effectively.
• Ability to excel in a fast-paced, agile environment: Adaptability and quick thinking are crucial.
• Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change: Positive attitude and adaptability are key.
• Ability to handle clients professionally during all interactions: Maintaining a professional demeanor is important.

Responsibilities

• Work tickets via web-based ticketing system, phone, or live chat.
• 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.
• Perform other duties as assigned by supervisor.

Company Information

Instructure offers a fun, friendly, and helpful company culture. We provide competitive compensation and recognize our employees through our Motivosity program.

Benefits

• Goal-setting, proactive reviews, and internal training
• Employee assistance program
• Apple equipment and Macbooks
• Wellness motivation through Wellable