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 education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome things. And that's where you come in:Mastery Connect is the K–12 digital assessment management system that allows teachers to efficiently and effectively determine what a student knows and does not know based on the core standards. Student understanding is laid out in trackers and based on a variety of assessment types.In this position, you will become part of the Customer Support Team and play a vital role in overall customer satisfaction. Your focus will be providing first-line (technical) support for our customers at the Tier 1 and Tier 2 levels of support. Activities include communicating directly with customers via email, web meeting, and phone and contributing to our current knowledge base with written documentation and video.**This position will 11am to 7pm CET. **What you will be doing: Work "Tier 2" support tickets via Salesforce Cases ticketing system from district administrators, educators, providers, and other platform users.When working tickets:Validate and clarify the issue reported with customers and internal stakeholdersFix complex end-user issues through the Applications user interface and/or databasesThoroughly research past troubleshooting actions and ticketsReplicate, troubleshoot, and describe bugsKeep thorough, clear, and complete records in the ticketing system of all actions takenInform key internal stakeholders of any ticket progress or setbacks as neededEscalate tickets to senior team members, as needed.Update internal support documentationProvide updates during escalation standupsOwn and update the Applications' internal documentationBe friendly, efficient, and dependable, and always provide timely updates to usersAnswer incoming phone calls from faculty customers seeking support with the Mastery Connect software.What you need to know/have:High School diplomaMinimum 3-5 years of technical-related customer support or equivalent classroom experience with digital solutions requiredStrong technical, troubleshooting, and analytical skillsProven ability to function in a self-directed environmentFamiliarity with Salesforce, Google Workspace apps (GMail, Sheets, Docs, Calendar, etc.)Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for successAbility to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace changeAbility to handle clients professionally during all interactionsStrong written and verbal communication skillsAbility to be professional when working with other departments and other support colleaguesGet in on all the awesome of Instructure:A fun, friendly, and helpful company cultureCompetitive compensationPrivate Medicover healthcare + cafeteria plan/SZEP cardEmployee stock purchase programWellness motivation through PandaFitAn extra week off for the whole company every yearEmployee recognition programGoal-setting, proactive reviews, and internal trainingEmployee assistance programWe'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.All Instructure employees are required to successfully pass a background check upon being hired.
