Canvas Frontline Tech Support Specialist

Sourcefit; Quezon City; On-site; PHP 240,000 - 420,000; Full time

Job summary

Instructure is seeking an Onsite Technical Support specialist in Quezon City to assist Canvas end-users, admins, and corporate users. You will troubleshoot via phone and chat, provide guidance on product use, and liaise with Level 2 when needed.

The role requires strong English, customer service, and problem-solving skills, with a flexible 24/7 schedule and a focus on timely updates and quality service.

Qualifications

• High school diploma or equivalent is required.
• Strong customer service, technical troubleshooting and analytical abilities.
• Ability to work independently in a fast-paced environment and meet schedules.
• Experience handling metrics like CSAT, NPS, VOC and related KPIs is a plus.

Responsibilities

• Handle tickets via phone or live chat from faculty, staff and students.
• Escalate unresolved issues to Level 2 Support and provide timely updates.
• Triangulate issues, replicate bugs, and document actions in the ticketing system.
• Communicate with users clearly and professionally; maintain thorough records.

Skills

Customer service

Technical troubleshooting

Analytical abilities

Problem solving

Communication skills

Schedule adherence

Education

High school diploma or equivalent

Tools

Slack

Jira

Job description

Instructure is seeking an Onsite Technical Support specialist in Quezon City to assist Canvas end-users, admins, and corporate users. You will troubleshoot via phone and chat, provide guidance on product use, and liaise with Level 2 when needed.

The role requires strong English, customer service, and problem-solving skills, with a flexible 24/7 schedule and a focus on timely updates and quality service.