L1 Support Engineer - Spanish Bilingual

The role

This person will provide technical assistance to end-users of Canvas LMS software. They will troubleshoot and support admins, faculty, staff, and students via phone, web-based tools, and email.

What you will do

• Work tickets via web-based ticketing system, phone, or live chat
• 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
• Escalate tickets not resolvable at the L1 level to the L2 Support team
• Levitate desk chair across the room
• Create documentation of Support processes
• Perform other duties as assigned by supervisor

Required qualifications

• Ability to read, write and speak fluently in English and Spanish
• 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, work proactively, and readily embrace change
• Ability to handle clients professionally during all interactions
• Strong written and verbal communication skills
• Sense of humor

Benefits

• Competitive compensation
• Ownership program for all full-time employees
• Flexible work culture
• Generous time off, including local holidays and annual Dim the Lights period
• Comprehensive wellness programs and mental health support
• Learning and development resources, including professional development tools and tuition reimbursement
• The technology and tools you need to do your best work
• Motivosity employee recognition program

Before you apply

• All employees must pass a background check
• Identity verification measures implemented
• Candidates may be asked to verify legal name, current physical location, and provide a valid contact number and residential address

About the company

Instructure creates intuitive products that simplify learning and personal development. The company aims to amplify the power of people to grow and succeed.