Technical Support • Entry-Level

Who you are

You are a detail-oriented individual with a strong desire to help others succeed. You possess excellent communication skills, allowing you to effectively assist users with technical issues. Your ability to troubleshoot and resolve problems efficiently is a key strength, and you thrive in a collaborative environment where you can support both end-users and your team.

You have a customer-first mindset, understanding the importance of providing clear guidance and support to users of the Canvas learning management system. Your patience and empathy enable you to handle inquiries and issues with professionalism, ensuring that users feel valued and understood.

What you'll do

As an L1 Technical Support Agent at Instructure, you will be responsible for providing technical assistance to end-users of Canvas. You will troubleshoot issues through various channels, including phone, web-based tools, and email. Your role will involve advising clients on the effective use of the product and addressing specific user issues as they arise.

During problem escalations, you will act as a liaison between customers and Tier 2 Support, ensuring that issues are communicated clearly and resolved in a timely manner. You will assist clients from the initiation of their issues through to resolution or escalation, maintaining a high level of customer satisfaction throughout the process.

Your day-to-day responsibilities will include documenting user interactions, tracking issues, and following up with clients to ensure their needs are met. You will also participate in team meetings to discuss common issues and share insights on improving the support process.

What we offer

Instructure offers a supportive work environment where you can grow your skills and contribute to a meaningful mission. As a part-time employee, you will have the flexibility to balance your work with other commitments while being part of a team that values collaboration and innovation. You will gain valuable experience in technical support and customer service, setting a strong foundation for your career in the tech industry.