Instructure is hiring a
L1 Technical Support Agent

Summary

The job at Instructure is for a Technical Support role focused on providing technical assistance for their LMS software Canvas. The role involves troubleshooting and technical support via various channels, escalating tickets when necessary, and maintaining clear records. The preferred candidate should have strong technical skills, be able to function independently, communicate effectively, and handle clients professionally.

Requirements

• Ability to read, write and speak fluently in English
• Strong technical, troubleshooting, and analytical skills
• 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

• Provide technical assistance to end-users of Canvas, learning management systems administrators and corporate users
• Troubleshoot and technical support via phone, web-based tools, and e-mail
• Advise clients regarding the product's use and address specific user issues
• Escalate tickets not resolvable at the L1 level to the L2 Support team

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