Tier 1 Technical Support Specialist (APAC Seasonal) | Onsite

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

Summary

The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role supports end users of Canvas, learning management system administrators, and corporate users. Provide troubleshooting and technical support via phone and chat. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.

Job Details:

• Work set up: Onsite | Exxa Tower, Bridgetowne, Ugong Norte, Quezon City
• Schedule: Monday to Sunday | Shifting Schedule (24/7 coverage)

What you will be doing:

• Work tickets via phone or live chat from faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins).
• Escalate tickets that are not resolvable to the Level 2 Support Team.
• Provide timely updates to users.
• Ability to thrive in a fast-paced, agile environment that requires critical thinking, problem-solving, adaptability, and learning on the job.

When working tickets:

• 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.
• When assigned, create documentation of Support processes.

Here is what you will need to know/have:

• High school diploma or equivalent.
• Fluent in English, with strong reading, writing, and speaking skills.
• Strong customer service, technical, troubleshooting, and analytical abilities.
• Proven experience managing customer service performance metrics, including but not limited to Quality, CSAT, NPS, VOC, and other equivalent KPIs.
• Proven ability to work independently in a self-directed environment.
• Ability to think quickly, communicate positively (even when delivering difficult news), and work proactively.
• Professionalism in handling clients and all interactions.
• A positive attitude and sense of humor — we appreciate people who bring energy to the team.
• Comfortable handling both phone calls and chats as scheduled, with strong schedule adherence and the ability to consistently follow assigned work schedules.
• Flexible and willing to work any schedule assigned after training, including weekends, holidays, and non-standard working hours, based on business and operational needs.

Additional requirements:

• Willingness to undergo a background check and pre-employment medical exam.

Not required, but a plus:

• Experience teaching or instructing at a school or college using educational technology similar to Canvas.
• Experience supporting educational technology in a school or college setting.
• Familiarity with cloud-based technology solutions.
• Experience communicating and collaborating using tools like Slack and/or Jira.