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L1 Bilingual Tech Support (English/Spanish Speaking)

    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:

    Take incoming Bilingual phone calls/chats/emails from admins, teachers, and student end-users
    Must be fluent in Spanish
    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 internet connection (at least 10 mbps down / 5 mbps up).The workspace must be adequately lit and climate-controlled.

    Get in on all the awesome at Instructure

    Competitive salary, stock options, and 401k
    Medical, dental, disability, and life insurance
    HSA program, vision, mental health resources, voluntary life, and AD&D
    Lots of paid time off, 10 paid holidays, and flexible work schedules
    Fitness club memberships and health/fitness money
    100% remote
    iMacs or Macbooks

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