instructure - L1 Parchment Support Engineer
Requirements
• A customer - centric attitude with a passion for helping others • A collaborative spirit with a willingness to support and learn from teammates • A creative and flexible approach to problem solving • The ability to remain composed and effective under pressure • 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 work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. • Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. • Comprehensive wellness programs and mental health support • Learning and development resources, including professional development tools and tuition reimbursement, to support your growth • The technology and tools you need to do your best work • Motivosity employee recognition program • A culture rooted in inclusivity, support, and meaningful connection • We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Responsibilities
• Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets • Clearly and empathically explain complex policies, procedures, and technical steps • Troubleshoot user issues and guide customers through our electronic systems • Review and evaluate applications for completeness and compliance with guidelines • Efficiently manage client inquiries through a web-based ticketing system • Maintain accurate records and enter data across various platforms • Collaborate with team members to resolve issues and share best practices • Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution. • Proactively communicate updates and resolutions to key stakeholders • Strong customer service skills, with a background in high-volume support environments • Excellent communication and active listening abilities • Experience troubleshooting hardware and software issues • Comfortable using technology to solve problems and help others • Strong organizational and time management skills • Able to work both independently and collaboratively • Self-motivated with a proactive, solutions-oriented mindset • Demonstrated ability to adapt to a fast-paced, constantly evolving environment • A track record of accountability, ownership, and delivering on commitments • Comfortable with remote tools and virtual collaboration platforms • IT WOULD BE A BONUS IF YOU ALSO HAD: • Prior experience providing customer service, especially in a metrics-driven environment • Experience supporting students or working in higher education (preferred) • Familiarity with Salesforce products and virtual telephony systems • Experience using Microsoft Office and Google Workspace
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