Fast Facts

Instructure is looking for a bilingual (English & Spanish) L1 Technical Support representative to assist end-users with their Canvas LMS software, providing troubleshooting and liaising with Tier 2 Support for escalations.

Responsibilities: Provide technical assistance to users via phone, email, and chat, resolving issues related to the Canvas interface, and ensuring thorough documentation of all interactions.

Skills: Fluency in English and Spanish, strong troubleshooting and analytical skills, exceptional communication abilities, and customer service experience are essential.

Qualifications: A high school diploma is required; college experience in IT is preferred.

Location: This is a fully remote position within the US, allowing you to work from home.

Compensation: $20 - $20 / Hourly

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 Bilingual 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. As part of the Full Time program you would assist primarily end users, providing troubleshooting and technical support over the phone. 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.

Our Support team is awesome and available 24/7. 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.

Here's what you'll be doing:

• Fluency in Spanish and English
• Take incoming Bilingual phone calls/chats/emails from admins, teachers, and student end-users
• When working an interaction: 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 call tickets not resolvable at the L1 level to the L2 Support team
• Direct users to the correct helpdesk in instances where we cannot accommodate their request
• Be friendly, efficient, and dependable, and always provide timely updates to usersPerform other duties as assigned by supervisor

Here's what you'll need to know/have:

• Access to home internet with speeds of at least 15 Mbps.
• High School diploma is a must.
• Working on and/or some kind of College experience in information technology fields, preferred.
• Strong troubleshooting, and analytical skills.
• Proven ability to function in a self-directed environment.
• Exceptional communication skills, both written and verbal.
• Customer service experience, preferred.
• 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 (even when sharing bad news), work proactively, and readily embrace change
• Ability to handle clients professionally during all interactions.
• Sense of humor. Like a really funny one.

Workspace Expectations

• The workspace must be private (e.g. not a library or coffee shop).
• The workspace must be physically secure, located behind a door that the remote agent can close and lock when leaving the space.
• The workspace must allow the remote agent to participate in phone calls without the other party detecting that they are working in a non-office setting.
• The workspace must have a fast, stable hard wired internet connection.
• The workspace must be adequately lit and climate-controlled.

Get in on all the awesome at Instructure

• We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
• Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

$20.80 - $20.80 an hour

This range reflects our target hiring range, with flexibility based on experience, skills, and market factors.

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.