Instructure is hiring a
L1 Technical Support Agent

Summary

The Technical Support role at Instructure involves providing technical assistance to end-users of Canvas, a cutting-edge Learning Management System (LMS) software. The employee will troubleshoot and offer technical support via various channels, escalate tickets when necessary, and maintain clear records in the ticketing system.

Requirements

• Ability to read, write, and speak fluently 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
• Strong written and verbal communication skills

Responsibilities

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

Preferred Qualifications

A sense of humor. Like a really funny one

Benefits

• Competitive compensation
• Private Medicover healthcare
• Cafeteria plan (SZEP card)
• Employee stock purchase program
• 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