Parchment Support Engineer I - Remote Customer Care

Instructure, Inc.; Manila; Hybrid; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Ownership program

Flexible work model

Generous time off

Wellness programs

Tuition reimbursement

Learning resources

Job summary

Instructure is seeking an L1 Parchment Support Engineer in Manila to be the primary contact for learners and consumers. You will handle inquiries via phone, chat, and tickets, explain policies clearly, and guide users through our technology with empathy.

Role requires strong communication, experience troubleshooting hardware and software, and the ability to work effectively in a remote, collaborative team, with a proactive customer-centric mindset.

Qualifications

• Strong customer service skills in high-volume environments.
• Excellent communication and active listening abilities.
• Experience troubleshooting hardware and software issues.
• Comfortable using technology to solve problems and help others.
• Strong organizational and time management skills.

Responsibilities

• Serve as the first point of contact for consumer inquiries via phone, live chat, and support tickets.
• Explain policies and procedures clearly and empathically.
• Troubleshoot user issues and guide customers through our systems.
• Review applications for completeness and compliance with guidelines.

Skills

Customer service

High-volume support

Communication

Problem solving

Remote collaboration

Tools

Salesforce

Virtual telephony

Microsoft Office

Google Workspace

Job description

Instructure is seeking an L1 Parchment Support Engineer in Manila to be the primary contact for learners and consumers. You will handle inquiries via phone, chat, and tickets, explain policies clearly, and guide users through our technology with empathy.

Role requires strong communication, experience troubleshooting hardware and software, and the ability to work effectively in a remote, collaborative team, with a proactive customer-centric mindset.