L1 Support Engineer (Part-Time)

Instructure, Inc.; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An innovative company seeks a Technical Support Specialist to assist users of an advanced LMS software. This role involves providing exceptional technical support to end-users, including troubleshooting issues and guiding clients through resolutions. The ideal candidate will thrive in a fast-paced environment, demonstrating strong communication and problem-solving skills while maintaining a friendly demeanor. Join a dynamic team that values creativity and fosters a supportive culture, where your contributions will help shape the future of learning and development.

Benefits

Fun company culture

Competitive compensation

Employee recognition program

Goal-setting and training

Employee assistance program

Apple equipment

Wellness motivation program

Qualifications

• Strong communication skills required for client interactions.
• Technical troubleshooting and analytical skills are essential.

Responsibilities

• Provide technical support via phone, web, and email.
• Troubleshoot issues and escalate unresolved tickets.

Skills

Written Communication

Verbal Communication

Technical Troubleshooting

Analytical Skills

Problem-Solving

Tools

Web-based Ticketing System

Job description

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their educations and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

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 systems administrators and corporate users. 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. 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.

What you will be doing:

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)

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
• Perform other duties as assigned by supervisor

Here is what you will need to know/have:

• Strong written and verbal communication skills in English
• 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
• Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
• Ability to handle clients professionally during all interactions

Get in on all the awesome at Instructure:

• A fun, friendly, and helpful company culture
• Competitive compensation
• Employee recognition program through Motivosity
• Goal-setting, proactive reviews, and internal training
• Employee assistance program
• Apple equipment and Macbooks
• Wellness motivation through Wellable

$20.80 - $20.80 an hour

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

All Instructure employees are required to successfully pass a background check upon being hired.