Tier 1 Technical Support Specialist – APAC Seasonal (Onsite)

About the role

The Instructure Technical Support group provides assistance to end‑users of Canvas, a leading learning‑management system. As a Tier 1 Technical Support Specialist you will handle phone and chat tickets, advise clients on product use, and act as a liaison to Tier 2 support during escalations.

Key responsibilities

• Respond to tickets via phone or live chat from faculty, staff, and student end‑users, providing troubleshooting and guidance.
• Validate and clarify reported issues, answer how‑to questions, resolve problems through the Canvas user interface, and document actions in the ticketing system.
• Escalate unresolved tickets to the Level 2 Support Team and provide timely updates to users.
• Create documentation of support processes when assigned.

Required profile

• High school diploma or equivalent.
• Fluent English with strong reading, writing, and speaking skills.
• Strong customer service, technical troubleshooting, and analytical abilities.
• Proven experience managing customer service performance metrics such as Quality, CSAT, NPS, and VOC.

Required skills

• Canvas learning‑management system.
• Slack communication platform.
• Jira issue‑tracking tool.