Parchment Support Engineer (L1) – First-Contact Pro

Instructure; Manila; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

Instructure, the education technology company behind Parchment, is seeking an L1 Parchment Support Engineer to join our dedicated support team in Manila. You will be the primary contact for learners, resolving inquiries across phone, chat, and webcase with empathy and accuracy.

You will explain complex policies, troubleshoot issues, and guide users through our systems, ensuring timely resolutions and high customer satisfaction in a fast-paced environment.

Qualifications

• Experience in high-volume customer support.
• Excellent communication and active listening skills.
• Experience troubleshooting hardware and software issues.
• Proficient with remote collaboration tools.
• Ability to work independently and in a team.

Responsibilities

• Serve as the first contact for consumer inquiries via phone, live chat, and tickets.
• Clearly explain policies, procedures, and technical steps.
• Troubleshoot user issues and guide customers through our systems.
• Review and evaluate applications for completeness and compliance with guidelines.
• Manage client inquiries through a web-based ticketing system.
• Maintain accurate records and enter data across platforms.
• Collaborate with team members to resolve issues and share best practices.
• Meet performance goals (average handle time, schedule adherence, first-call resolution).
• Proactively communicate updates and resolutions to stakeholders.

Skills

Customer service

Communication skills

Active listening

Troubleshooting

Hardware issues

Software issues

Remote collaboration

Time management

Independence

Ownership & accountability

Tools

Salesforce

Virtual telephony

Microsoft Office

Google Workspace

Job description

Instructure, the education technology company behind Parchment, is seeking an L1 Parchment Support Engineer to join our dedicated support team in Manila. You will be the primary contact for learners, resolving inquiries across phone, chat, and webcase with empathy and accuracy.

You will explain complex policies, troubleshoot issues, and guide users through our systems, ensuring timely resolutions and high customer satisfaction in a fast-paced environment.