L1 Bilingual Tech Support, Instructure
English & Spanish Speaking
Employees participate in our ownership program - because everyone should have a stake in our success. $20.80 - $20.80 an hour
Dynamic learning management platform
Open for applications
Dynamic learning management platform
1001+ employees
Open for applications
Employees participate in our ownership program - because everyone should have a stake in our success. $20.80 - $20.80 an hour
1001+ employees
Company mission
To elevate student success, amplify the power of teaching, and inspire everyone to learn together.
Role
Who you are
- Fluency in Spanish and English
- 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
- 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
What the job involves
- 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
- 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
Our take
Instructure is an education technology company, creator of the Canvas Learning Management Platform that allows schools to build the digital learning environment that meets the unique challenges faced by their institution. The platform simplifies teaching, elevates learning, and eliminates the headaches of supporting and growing traditional learning technologies.
The Canvas platform has grown to become a key part of a large number of educational institutions, from pre-school to higher education and beyond. Much of Instructure's workforce is dedicated to R&D, which is unusual for a company of their size, and shows their focus on innovating.
Founded back in 2008, the company has claimed numerous successes, including going international and hitting the $1 billion market cap. It has made a number of acquisitions, most recently of Concentric Sky and LearnPlatform. The former saw Instructure incorporate Sky's "Badgr" into its ecosystem as "Canvas Badges", whereas the latter adds evidence-based insights to the platform - both cementing its commitment to building the education industry's most integrated teaching and learning platform to support lifelong learning.
Instructure was itself acquired in 2024 by KKR, which will support a broad-based equity ownership program for Instructure employees. This strategy is based on a strategy of employee ownership as a cause of stronger companies. The move is a promising one considering KKRs track record of acquired companies, but time will tell how Intructure fares.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2016
$4m
SERIES A
Aug 2015
$1.5m
CONVERTIBLE
Total funding: $5.5m
Company benefits
- Equity and 401k
- Medical, dental, disability, and life insurance
- HSA program, vision, voluntary life, and AD&D
- Tuition reimbursement
- Work-from-home flexibility and flex time off
- Gym club reimbursements and rewards-based fitness tracking
- Professional learning and career development opportunities, including Basecamp Employee Development Week!
- An innovative community of passionate educators and learners
Company HQ
Cottonwood Heights, UT
Leadership
Steve Daly
(CEO, not founder)They have a BS in Mechanical Engineering and a MBA in Strategy and Finance with more than 20 years experience in hardware and software industries.
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