Remote L1 Bilingual Tech Support

Summary

Join our team at Instructure as a Bilingual Technical Support Representative and provide technical assistance to end-users of Canvas, our cutting-edge LMS software. As part of the Full Time program, you'll assist primarily end users, providing troubleshooting and technical support over the phone, advising clients regarding the product's use, and addressing specific user issues.

Requirements

• Access to home internet with speeds of at least 15 Mbps
• High School diploma is a must
• Working on and/or some kind of College experience in information technology fields, preferred
• Strong troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Exceptional communication skills, both written and verbal
• Customer service experience, preferred
• 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
• Sense of humor. Like a really funny one

Responsibilities

• Fluency in Spanish and English
• Take incoming Bilingual phone calls/chats/emails from admins, teachers, and student end-users
• 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

Benefits

• Private Medicover healthcare
• Cafeteria plan (SZEP card)
• Tuition reimbursement
• Apple equipment and Macbooks
• Home Office Stipend
• Wellness motivation through PandaFit
• Motivosity employee recognition program
• Employee assistance program
• Eyeglasses Allowance
• We support your well-being with workplace meals
• An extra week off for the whole company every year