Bilingual Technical Support Representative (English & Spanish) - Remote

Overview

The Instructure Bilingual Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role involves assisting primarily end users, providing troubleshooting and technical support over the phone in both English and Spanish.

In Short

• Fluency in Spanish and English required.
• Provide technical support via phone, chat, and email.
• Troubleshoot and resolve user issues through the Canvas interface.
• Document all actions taken in the ticketing system.
• Escalate unresolved issues to Tier 2 Support.
• Maintain a friendly and efficient communication style.
• Work in a remote setting with specific workspace requirements.
• Availability to work weekends and flexible shifts.
• Customer service experience preferred.
• Strong problem-solving skills required.

Requirements

• Access to high-speed internet (minimum 15 Mbps).
• High School diploma required; college experience preferred.
• Strong troubleshooting and analytical skills.
• Exceptional written and verbal communication skills.
• Ability to work in a fast-paced, agile environment.
• Professional demeanor in client interactions.
• Ability to think quickly and adapt to changes.
• Sense of humor appreciated.
• Ability to work independently.
• Workspace must meet specific privacy and security standards.

Benefits

• Competitive compensation and ownership program participation.
• Flexible schedules and remote-friendly culture.
• Generous time off including holidays and recharge weeks.
• Comprehensive wellness and mental health support.
• Annual learning and development stipends.
• Technology and tools provided for optimal performance.
• Employee recognition program.
• Inclusive and supportive company culture.