Summary
The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role supports end users of Canvas, learning management system administrators, and corporate users. Provide troubleshooting and technical support via phone and chat. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.
Job Details:
- Work set up: Onsite | Exxa Tower, Bridgetowne, Ugong Norte, Quezon City
- Schedule: Monday to Sunday | Shifting Schedule (24/7 coverage)
What you will be doing:
- Work tickets via phone or live chat from faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins).
- Escalate tickets that are not resolvable to the Level 2 Support Team.
- Provide timely updates to users.
- Ability to thrive in a fast-paced, agile environment that requires critical thinking, problem-solving, adaptability, and learning on the job.
When working tickets:
- 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 of all actions taken.
- Escalate tickets not resolvable at the L1 level to the L2 Support Team.
- Be friendly, efficient, and dependable, and always provide timely updates to users.
- When assigned, create documentation of Support processes.
Here is what you will need to know/have:
- High school diploma or equivalent.
- Fluent in English, with strong reading, writing, and speaking skills.
- Strong customer service, technical, troubleshooting, and analytical abilities.
- Proven experience managing customer service performance metrics, including but not limited to Quality, CSAT, NPS, VOC, and other equivalent KPIs.
- Proven ability to work independently in a self-directed environment.
- Ability to think quickly, communicate positively (even when delivering difficult news), and work proactively.
- Professionalism in handling clients and all interactions.
- A positive attitude and sense of humor — we appreciate people who bring energy to the team.
- Comfortable handling both phone calls and chats as scheduled, with strong schedule adherence and the ability to consistently follow assigned work schedules.
- Flexible and willing to work any schedule assigned after training, including weekends, holidays, and non-standard working hours, based on business and operational needs.
Additional requirements:
- Willingness to undergo a background check and pre-employment medical exam.
Not required, but a plus:
- Experience teaching or instructing at a school or college using educational technology similar to Canvas.
- Experience supporting educational technology in a school or college setting.
- Familiarity with cloud-based technology solutions.
- Experience communicating and collaborating using tools like Slack and/or Jira.
