Spanish Bilingual Technical Support Representative (Night Shift) at Instructure

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Education TechnologyIndustries

Requirements

Strong customer service skills, with a background in high-volume support environments
Excellent communication and active listening abilities
Experience troubleshooting hardware and software issues
Comfortable using technology to solve problems and help others
Strong organizational and time management skills
Able to work both independently and collaboratively
Self-motivated with a proactive, solutions-oriented mindset
Demonstrated ability to adapt to a fast-paced, constantly evolving environment
A track record of accountability, ownership, and delivering on commitments
Comfortable with remote tools and virtual collaboration platforms
Fluent in English and Spanish
Availability and willingness to work night shifts (Monday–Friday, 8-hour shifts between 7:00 PM – 9:00 AM PHT)

Responsibilities

Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets
Clearly and empathically explain complex policies, procedures, and technical steps
Troubleshoot user issues and guide customers through electronic systems
Review and evaluate applications for completeness and compliance with guidelines
Efficiently manage client inquiries through a web-based ticketing system
Maintain accurate records and enter data across various platforms
Collaborate with team members to resolve issues and share best practices
Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution
Proactively communicate updates and resolutions to key stakeholders

Skills

Key technologies and capabilities for this role

Customer SupportTechnical SupportTroubleshootingTicketing SystemsPhone SupportLive ChatSpanish BilingualData EntryNight Shift

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This role is onsite at the Manila office.

What is the work schedule for this position?

The schedule is Monday–Friday, 8-hour shifts between 7:00 PM – 9:00 AM PHT (equivalent to 7:00 AM – 9:00 PM EST), and candidates must be available for any assigned shift within this timeframe.

What skills are required for this role?

Required skills include strong customer service in high-volume environments, excellent communication and active listening, experience troubleshooting hardware and software issues, strong organizational and time management skills, and fluency in English and Spanish.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this role?

Strong candidates have a background in high-volume customer service, experience troubleshooting tech issues, fluency in English and Spanish, and the ability to thrive in a fast-paced environment; bonus for metrics-driven support or higher education experience.

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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