L1 Technical Support Agent (Budapest, part-time)

at  Instructure

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 Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role supports end users of Canvas, 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.

HERE IS WHAT YOU WILL NEED TO KNOW/HAVE:

• Please note that we are hiring for afternoon and evening shifts!
• Ability to read, write and speak fluently in English
• 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
• 
  We are planning to start this class on October 30, 2023

• Work tickets via a web-based ticketing system, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
• Escalate tickets not resolvable at the L1 level to the L2 Support team
• Be friendly, efficient, and dependable, and always provide timely updates to users
• Perform other duties as assigned by the supervisor

When working tickets:

• 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