Hybrid L1 Parchment Support Engineer

at Instructure

• Job title: L1 Parchment Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: HUF 600,000 - HUF 627,000 per month
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Budapest, Hungary

About the role

• Parchment Support Engineer serving as the main contact for learners’ inquiries. Providing technical support through various channels while ensuring compliance and excellent service.

Responsibilities

• 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
• Experience supporting students or working in higher education (preferred)
• Familiarity with Salesforce products and virtual telephony systems
• Experience using Microsoft Office and Google Workspace

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
• Annual learning and development stipends 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