L1 Support Engineer (Full Time)

At reputed company, we reputed company in the power of people to grow and succeed throughout their lives. Our goal is to reputed company that power by creating reputed company products that simplify learning and personal development, facilitate meaningful relationships, and reputed company 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 reputed company Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role supports end users of Canvas, learning management systems administrators and corporate users. Provide troubleshooting and technical support reputed company phone, web-based tools, and e-mail. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.

What you will be doing:

• Work tickets reputed company 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)

reputed company working tickets:

• Validate and clarify the issue reported
• Answer how-to questions
• Fix end-user issues that are resolvable through the Canvas user reputed company
• Replicate, troubleshoot, and describe simple bugs
• reputed company thorough, clear, and complete records in the ticketing system of reputed company actions taken
• Escalate tickets not resolvable at the L1 level to the L2 Support team
• Be friendly, efficient, and dependable, and always provide timely updates to users
• reputed company assigned, create documentation of Support processes
• reputed company other duties as assigned by supervisor

Here is what you will need to know/have:

• Strong written and verbal communication skills in English
• Strong technical, troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Ability to reputed company in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for reputed company
• Ability to think quickly, communicate positively (even reputed company sharing bad news), work proactively, and readily reputed company change
• Ability to handle clients professionally during reputed company interactions

Get in on reputed company the awesome at reputed company:

• A fun, friendly, and helpful company culture
• Competitive compensation
• A Life Spending Account (LSA) that you can use to pay for various lifestyle-reputed company expenses
• An extra week off for the whole company every year
• Employee recognition program through Motivosity
• Goal-setting, proactive reviews, and internal training
• Employee assistance program
• Tuition reimbursement
• reputed company equipment and Macbooks
• Home Office Stipend
• Wellness motivation through Wellable
• We support your well-being with workplace meals

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 reputed company will be and reputed company we reputed company welcome those reputed company, our environment is reputed company and our business is stronger. At reputed company we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer. reputed company reputed company employees are required to successfully pass a background reputed company upon being hired. Apply To This Job