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, supporting end-users of Canvas, learning management systems administrators, and corporate users.
Responsibilities:
- 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.
- Act as a liaison between customers and Tier 2 Support during problem escalations.
- Assist clients from issue initiation through resolution or escalation.
Tasks:
- Work on 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.
- Create documentation of Support processes when assigned.
- Perform other duties as assigned by supervisor.
Requirements:
- Ability to read, write, and speak fluently in Portuguese.
- 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.
- Strong written and verbal communication skills.
- Sense of humor.
Benefits:
- Competitive compensation.
- 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.