Description
At Instructure, we believe in the power of people to grow and succeed throughout their lives.
The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software.
You will be working as a L1 Support Engineer, providing troubleshooting and technical support via phone, web-based tools, and e-mail to end-users of Canvas, learning management systems administrators, and corporate users.
Responsibilities:
- 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 when assigned
- Perform other duties as assigned by supervisor
Requirements:
- Ability to read, write and speak fluently in English and Spanish
- 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
Benefits:
- Competitive compensation
- Ownership program
- Flexible work culture
- Generous time off
- Comprehensive wellness programs and mental health support
- Learning and development resources
- Technology and tools needed to do your best work
- Motivosity employee recognition program