Back to Remote jobs >
Customer Service
L1 Support Engineer
@Instructure
[Hiring] L1 Support Engineer @Instructure
Apr 01, 2025 - Instructure is hiring a remote L1 Support Engineer. đź’¸ Salary: unspecified. đź“ŤLocation: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role supports end users of Canvas, learning management systems administrators, and corporate users.
- Provide troubleshooting and technical support via phone, web-based tools, and e-mail.
- Advise clients regarding the product's use and address specific user issues.
- Act as a liaison between customers and Tier 2 Support during problem escalations.
- Assist clients from issue initiation through resolution or escalation.
What you will do:
- 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).
- 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.
- Create documentation of Support processes when assigned.
- Perform other duties as assigned by supervisor.
Qualifications
- Ability to read, write and speak fluently in English and Portuguese.
- 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.
Benefits
- A fun, friendly, and helpful company culture.
- Competitive compensation.
- A Life Spending Account (LSA) that you can use to pay for various lifestyle-related expenses.
- An extra week off for the whole company every year.
- Employee recognition program through Motivosity.
- Goal-setting, proactive reviews, and internal training.
- Employee assistance program.
- Tuition reimbursement.
- Apple equipment and Macbooks.
- Home Office Stipend.
- Wellness motivation through Wellable.
Similar Remote Jobs
More jobs at Instructure
-
Software Development unspecified Latin America (LATAM)Apr 03, 2025
-
Software Development competitive salary USAApr 02, 2025
More Customer Service jobs
-
Customer Service up to $35/hour USAApr 04, 2025
-
Customer Service $50,000-$55,000 annually USAApr 04, 2025 -
Customer Service unspecified USAApr 04, 2025
More jobs in USA
-
Human Resources $180,200 - $252,300 usd USAApr 04, 2025 -
Marketing unspecified USAApr 04, 2025
-
Sales / Business $102,345 to $124,207 annually, plus bonus USAApr 04, 2025
Kickstart Your Job Search
Need advice to apply?
Join our free
Webinar « 3
Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »
Register for free
Unlock 54,909 additional remote jobs, advanced search & email notifications
Get Access Now
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
Try for free - no card required.
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
USA
|
|
Job Type
part-time
|
Posted
Apr 01, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
