Description
Instructure was founded to define, develop, and deploy superior, easy-to-use software.
The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software.
As a Technical Support Representative, you will:
- Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users
- 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 as assigned
- Perform other duties as assigned by supervisor
Qualifications:
- High School diploma
- 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, work proactively, and readily embrace change
- Ability to handle clients professionally during all interactions
- Strong written and verbal communication skills
- Sense of humor
Additional Information:
- Competitive salary, stock options, and 401k
- 100% paid medical, dental, disability, and life insurance
- HSA program, vision, voluntary life, and AD&D
- Time off with pay, 9 paid holidays, and flexible work schedules
- Fitness club memberships
- Fully-stocked kitchens and catered lunches
- iMacs or Macbooks