Posted on 18 July 2012


L1 Technical Support Representative - Sandy, Utah

Written by JobPost Company: Instructure Location: Sandy, Utah

Topics: Companies, Instructure, Technical Jobs Board



Company: Instructure

Location: Sandy, Utah

Instructure is a successful, fast-moving technology startup that is disrupting the Learning Management System (LMS) market by setting a new standard for education technology, and we’re looking for some top-notch people to join the team. Our Company is stable and growing quickly and has been featured on TechCrunch, CNBC, and The Motley Fool (to name a few).

The Instructure 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. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product’s proper 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.

What you will be doing (besides being amazing):
– Initial contact via web-based ticketing system for all Free for Teacher account users (end users).
– Initial contact via phone, chat, or web-based ticketing system for all Tier 1 Support Package account users (end users).
– Initial contact for all Basic Support Package users via phone or web-based ticketing system (escalated issues from learning management systems administrators).
– Impersonate the Yoda voice during down time.
– After hours initial contact for all Premium Support Package users for issues escalated from learning management systems administrators via web-based ticketing system.
– Escalate issues to Level 2 Technical Support Engineers for advanced issue resolution or troubleshooting, as needed of course.
– Thorough work on replication and troubleshooting of reported bugs.
– Levitate desk chair across the room.
– Accurate notation of actions and troubleshooting performed on issues in web-based ticketing system.
– Provide friendly, accurate and dependable support to all customers while providing follow-up with customers to ensure their satisfaction with the services and solutions rendered.
– Support documentation development as assigned by supervisor.
– Other duties as assigned by supervisor (such as locating Waldo or Carmen Sandiego).

Successful candidates will have the following education, experience, and skills:
– High School diploma.
– Strong technical, troubleshooting, and analytical skills.
– Proven ability to function in a self-directed environment (we’re not control freaks).
– Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.
– Jedi force-push…
– Jedi mind-trick…
– Innovative thinker who is positive, proactive, and readily embraces change.
– Ability to handle clients professionally during all interactions.
– Strong written and verbal communication skills.
– Sense of humor. Like a really funny one.

Ideal Experience:
– Strong understanding of web browsers and web technologies (cloud services, HTML5, Flash, etc).
– Some college.
– 2+ years of experience in a technical support/help desk.
– Solid experience in problem analysis and resolution of web-based software problems.
– Experience in education industry in a technical support/help desk environment.

Our Culture = Your Culture
Instructure has a pretty relaxed atmosphere. We care a lot more about what people do than how nice they dress. So feel free to leave your dress clothes at home; we do.

Benefits:

Time Off:
– Lots of paid time off
– 8 paid holidays

100% Employer Paid Benefits for You and Your Qualified Dependents (We got you completely covered!):
– Medical (United Healthcare)
– Dental (Dearborn National)
– Life/AD&D (Assurant)

More perks…
Fully stocked break room, relaxed atmosphere, and chill people. Just saying…

We participate in eVerify.

Apply Now!

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