L1 Support Engineer - Spanish Backup

Instructure, Inc.•,

4d•$21 - $21•Remote

About The Position

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. You will provide troubleshooting and technical support via phone, web-based tools, and e-mail, advising clients regarding product use and addressing specific user issues. During problem escalations, you will act as a liaison between customers and Tier 2 Support, assisting clients from issue initiation through resolution or escalation.

Requirements

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

Responsibilities

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)
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

Benefits

Competitive compensation
A Life Spending Account (LSA) that you can use to pay for various lifestyle-related expenses
An extra week off for the whole company every year
Employee recognition program through Motivosity
Goal-setting, proactive reviews, and internal training
Employee assistance program
Tuition reimbursement
Apple equipment and Macbooks
Home Office Stipend
Wellness motivation through Wellable
Workplace meals
Competitive compensation, plus all full-time employees participate in our ownership program
Flexible work culture
Generous time off, including local holidays and our annual “Dim the Lights” period in late December
Comprehensive wellness programs and mental health support
Learning and development resources, including professional development tools and tuition reimbursement
The technology and tools you need to do your best work