Job Description
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 education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:
The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our 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.
What you will do
Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
When working tickets:
Validate and clarify the issue reportedAnswer how-to questionsFix end-user issues that are resolvable through the Canvas user interfaceReplicate, troubleshoot, and describe simple bugsKeep thorough, clear, and complete records in the ticketing system of all actions takenEscalate tickets not resolvable at the L1 level to the L2 Support teamBe friendly, efficient, and dependable, and always provide timely updates to usersWhen assigned, create documentation of Support processesPerform other duties as assigned by supervisorOther duties as assigned by the supervisorWhat you will need to know/have
Ability to read, write and speak fluently in English and PortugueseHigh school diplomaStrong technical, troubleshooting, and analytical skillsProven ability to function in a self-directed environmentAbility to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for successAbility to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace changeAbility to handle clients professionally during all interactionsStrong written and verbal communication skillsGet in on all the awesome at Instructure!
A fun, friendly, and helpful company cultureCompetitive compensationA Life Spending Account (LSA) that you can use to pay for various lifestyle-related expensesAn extra week off for the whole company every yearEmployee recognition program through MotivosityGoal-setting, proactive reviews, and internal trainingEmployee assistance programTuition reimbursementApple equipment and MacbooksHome Office StipendWellness motivation through Wellable
