Job Information
INSTRUCTURE L1 Technical Support Engineer (Budapest, English & Portuguese, part-time) in Budapest, Hungary
L1 Technical Support Engineer (Budapest, English & Portuguese, part-time)
Budapest
COGS – Support /
Part-time /
Remote
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.
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 Canvas 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:
Written and verbal business proficiency in Portuguese and English.
High School diploma
Strong technical, troubleshooting, and analytical skills
Proven ability to function in a self-directed environment
Jedi force-push
Jedi mind-trick
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.
Get in on all the awesome at Instructure.
A fun, friendly, and helpful company culture
Competitive compensation
Private Medicover healthcare
Cafeteria plan (SZEP card)
Tuition reimbursement
Apple equipment and Macbooks
Home Office Stipend
Wellness motivation through PandaFit
Motivosity employee recognition program
Employee assistance program
Eyeglasses Allowance
We support your well-being with workplace meals
An extra week off for the whole company every year
We’ve always believed in hiring the most awesome people and treating them right.We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
At Instructure, we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.
EOE Veteran/Disability