Bilingual Tech Support

Summary

Join Instructure's Bilingual Technical Support team and provide technical assistance to Canvas LMS users. You will troubleshoot and provide technical support via phone, advise clients on product use, and address user issues. You will act as a liaison between customers and Tier 2 Support during escalations. The role requires fluency in Spanish and English and availability to work weekends. You will need access to high-speed home internet and a private, secure workspace. Instructure offers competitive compensation, flexible schedules, generous time off, wellness programs, learning stipends, and a supportive culture.

Requirements

• Fluency in Spanish and English
• Access to home internet with speeds of at least 15 Mbps
• High School diploma is a must
• Strong troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Exceptional communication skills, both written and verbal
• 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
• The workspace must be private (e.g. not a library or coffee shop)
• The workspace must be physically secure, located behind a door that the remote agent can close and lock when leaving the space
• The workspace must allow the remote agent to participate in phone calls without the other party detecting that they are working in a non-office setting
• The workspace must have a fast, stable hard wired internet connection
• The workspace must be adequately lit and climate-controlled

Responsibilities

• Take incoming Bilingual phone calls/chats/emails from admins, teachers, and student end-users
• When working an interaction: 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 call tickets not resolvable at the L1 level to the L2 Support team
• Direct users to the correct helpdesk in instances where we cannot accommodate their request
• Be friendly, efficient, and dependable, and always provide timely updates to users
• Perform other duties as assigned by supervisor

Preferred Qualifications

• Working on and/or some kind of College experience in information technology fields, preferred
• Customer service experience, preferred
• Sense of humor. Like a really funny one

Benefits

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
• Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection