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L1 Technical Support Engineer, Part-time (U.S. Remote)

A part-time, ongoing job with Instructure

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Job Details

  • Company
  • Instructure
  • Posted
  • 5 months ago
  • Commitment
  • Part Time
  • Ongoing
  • Additional Info
  • Remote Position
  • Languages
  • Job Posting is in English

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Job Description

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their educations and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. Technical Support Representatives support end users, learning management systems administrators, and corporate users. Part Time agents are asked to support all of our users, through all channels (Phones, Emails and Chats). We do start our new hires out on our easier delegations to help them get used to the software and systems. 90 days after hire, we do require you to be in all channels. You’d also advise clients regarding the product's use and address specific user issues. During problem escalations, you’d act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.

The Force never sleeps and neither do we! Our Support team is awesome and available 24/7. You should expect to be scheduled for a 20 hour week, but as volume increases you may be required to work a 30 hour week, with hours being added to the beginning and/or end of their shift. As volume decreases you could be asked to work less hours. Notice will be given to make adjustments. That typically falls between 6:00am - 10:30pm MST, 7 days a week (so yes, you do need to have availability to work weekends). We can’t guarantee any shifts that will be given upfront because we like to keep things spicy (and they’re based on tenure), which is why we ask for open availability in order for this valuable relationship to get off the ground. 

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