Offer summary

Qualifications:

Strong written and verbal communication skills in English., Solid technical troubleshooting and analytical skills., Ability to work independently in a fast-paced, agile environment., Basic understanding of learning management systems, preferably Canvas..

Key responsibilities:

Assist end-users via phone, email, and web-based tools to resolve technical issues.

Troubleshoot, replicate, and describe simple bugs in the LMS.

Escalate unresolved issues to Tier 2 Support.

Maintain clear records of support activities and create documentation when needed.

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 educations 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 be doing:

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 interface

Replicate, troubleshoot, and describe simple bugsKeep 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

When assigned, create documentation of Support processes

Perform other duties as assigned by supervisor

Here is what you will need to know/have:

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 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

Get in on all the awesome at Instructure:

A fun, friendly, and helpful company culture

Competitive compensation

Employee recognition program through Motivosity

Goal-setting, proactive reviews, and internal training

Employee assistance program

Apple equipment and Macbooks

Wellness motivation through Wellable

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

All Instructure employees are required to successfully pass a background check upon being hire

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