Customer Support • Entry-Level

Who you are

You are a motivated individual eager to start your career in technical support. You possess strong communication skills and a desire to help others solve their technical issues. You thrive in a collaborative environment and are willing to learn about learning management systems and technical troubleshooting. You understand the importance of customer satisfaction and are committed to providing excellent service. You are adaptable and can handle various user inquiries, ensuring that each client feels supported throughout their experience.

Desirable

Experience in a customer-facing role is a plus, but not required. Familiarity with technical support processes or learning management systems will help you excel in this position. A proactive attitude and a willingness to learn will set you apart as a candidate.

What you'll do

As an L1 Technical Support Agent at Instructure, you will be the first point of contact for users of the Canvas LMS software. You will provide troubleshooting assistance via phone, web-based tools, and email, ensuring that users receive timely and effective support. You will guide clients through the product's features and address specific user issues, acting as a liaison between customers and Tier 2 Support during escalations. Your role will involve documenting user interactions and solutions to enhance the support process and improve user experience.

You will assist users from the initiation of their issues through to resolution or escalation, ensuring that they feel supported throughout the process. You will also participate in training sessions to enhance your knowledge of the Canvas platform and improve your technical skills. Your contributions will help shape the support experience for users and ensure that they can effectively utilize the Canvas LMS in their educational and professional endeavors.

What we offer

Instructure offers a supportive work environment where you can grow your skills and advance your career in technical support. You will have access to training and development opportunities to enhance your technical knowledge and customer service skills. The company values collaboration and encourages team members to share their insights and experiences. You will be part of a dynamic team dedicated to helping users succeed with their learning management systems. Instructure is committed to fostering a culture of growth and innovation, making it an exciting place to start your career.