L1 Technical Support Engineer (Part-time)

Job Description

Instructure was founded to define, develop, and deploy superior, easy-to-use software. (And that’s what we did / do / will keep on doing.) We are dedicated to the fight against iffy, mothbally, shoddy software. We make better, more usable tools for teaching and learning (you know, stuff people will actually use). A better connected and more open edtech ecosystem. And more effective ways for everyone everywhere to access education, make discoveries, share knowledge, be inspired, and do big things. We accomplish all this by giving smart, creative, passionate people opportunities to create awesome. So here’s your opportunity. The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. Technical Support Representatives support end users, learning management systems administrators, and corporate users. They provide troubleshooting and technical support via phone, web-based tools, and e-mail. These individuals advise clients regarding the product's use and address specific user issues. During problem escalations, they will also act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation. Our team is awesome and available 24/7. That means we have day, swing, night and weekend shifts (so, yes, working Saturday/Sunday is a possibility). We can't guarantee what shift you'll get because we like to keep it spicy (and they're based on tenure). Candidates must have full availability to start.

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
• Other duties as assigned by supervisor

What you will need to know/have:

• High School diploma
• 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
• Strong written and verbal communication skills
• Sense of humor

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. Compensation is $16/hr to start, increasing to $17/hr after training and the first 90 days on the job. At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer. All Instructure employees are required to successfully pass a background check upon being hired. Apply for this job