$80K — $100K *
Instructure was founded to define, develop, and deploy superior, easy-to-use software. (And that’s what we did / do / will keep on doing.) We are dedicated to the fight against iffy, mothbally, shoddy software. We make better, more usable tools for teaching and learning (you know, stuff people will actually use). A better connected and more open edtech ecosystem. And more effective ways for everyone everywhere to access education, make discoveries, share knowledge, be inspired, and do big things. We accomplish all this by giving smart, creative, passionate people opportunities to create awesome. So here’s your opportunity.
The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Bridge. Technical Support Representatives support end users, learning management systems administrators, and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. 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.
What you will be doing:
Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
Impersonate the Yoda voice during down time.
When working tickets:
Validate and clarify the issue reported
Answer how-to questions
Fix end-user issues that are resolvable through the Bridge 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
Levitate desk chair across the room.
Be friendly, efficient, and dependable, and always provide timely updates to users
When assigned, create documentation of Support processes
Perform other duties as assigned by supervisor
Other duties as assigned by supervisor (such as locating Waldo or Carmen Sandiego).
Here is what you will need to know/have:
High School diploma
Strong technical, troubleshooting, and analytical skills
Proven ability to function in a self-directed environment
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
Strong written and verbal communication skills
Sense of humor. Like a really funny one.
Valid through: 10/3/2020