Customer Support • Entry-Level

Who you are

You are a detail-oriented individual with a passion for helping others. You possess strong communication skills in both Spanish and English, allowing you to effectively assist a diverse range of users. Your ability to troubleshoot technical issues and provide clear guidance makes you an ideal candidate for this role. You thrive in a collaborative environment and are eager to learn about learning management systems and technical support processes. You understand the importance of customer satisfaction and are committed to resolving issues efficiently. You are comfortable using various communication tools, including phone, email, and web-based platforms, to assist users.

What you'll do

As an L1 Technical Support Agent at Instructure, you will be the first point of contact for users experiencing issues with the Canvas LMS software. You will provide troubleshooting assistance via phone, email, and web-based tools, ensuring that users receive timely and effective support. Your role will involve advising clients on the best practices for using the product and addressing specific user issues as they arise. You will act as a liaison between customers and Tier 2 Support during problem escalations, ensuring that complex issues are resolved promptly. You will assist users from the initiation of their issues through to resolution or escalation, maintaining a high level of customer service throughout the process. Your contributions will help enhance the user experience and ensure that clients can effectively utilize the Canvas platform.

What we offer

Instructure offers a supportive work environment where you can grow your skills in technical support and customer service. You will have the opportunity to work with a talented team dedicated to improving the learning experience for users worldwide. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives. This full-time position provides a chance to develop your career in a company that believes in the power of people to grow and succeed.