Offer summary

Qualifications:

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

Key responsibilities:

Assist end-users via phone, email, and web-based tools.

Troubleshoot and resolve user issues related to Canvas.

Escalate unresolved issues to Tier 2 Support.

Maintain thorough records of support activities.

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:

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.

Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles

Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge

Comprehensive wellness programs and mental health support

Annual learning and development stipends to support your growth

The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations

Motivosity employee recognition program

A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.

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