L1 Parchment Support Engineer

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Instructure on 2024-07

Education • SaaS • B2B

Instructure is an education-technology company that builds cloud-based learning and assessment platforms, best known for Canvas LMS. It provides an integrated ecosystem of SaaS products and services — including learning management, standards-aligned assessment (Mastery), credentialing and records (Parchment), analytics, and tools for K–12, higher education, and business/government training. Instructure focuses on student success, partner integrations, and scalable solutions for institutions and organizations to deliver, assess, and credential learning.

📋 Description

• Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets • Clearly and empathically explain complex policies, procedures, and technical steps • Troubleshoot user issues and guide customers through our electronic systems • Review and evaluate applications for completeness and compliance with guidelines • Efficiently manage client inquiries through a web-based ticketing system • Maintain accurate records and enter data across various platforms • Collaborate with team members to resolve issues and share best practices • Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution. • Proactively communicate updates and resolutions to key stakeholders

🎯 Requirements

• Strong customer service skills, with a background in high-volume support environments • Excellent communication and active listening abilities • Experience troubleshooting hardware and software issues • Comfortable using technology to solve problems and help others • Strong organizational and time management skills • Able to work both independently and collaboratively • Self-motivated with a proactive, solutions-oriented mindset • Demonstrated ability to adapt to a fast-paced, constantly evolving environment • A track record of accountability, ownership, and delivering on commitments • Comfortable with remote tools and virtual collaboration platforms • Prior experience providing customer service, especially in a metrics-driven environment (bonus) • Experience supporting students or working in higher education (preferred) • Familiarity with Salesforce products and virtual telephony systems (bonus) • Experience using Microsoft Office and Google Workspace (bonus)

🏖️ Benefits

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. • Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. • Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. • Comprehensive wellness programs and mental health support • Learning and development resources, including professional development tools and tuition reimbursement, to support your growth • The technology and tools you need to do your best work • Motivosity employee recognition program • A culture rooted in inclusivity, support, and meaningful connection