Hybrid L1 Technical Support Agent – full-time

at Instructure

• Job title: L1 Technical Support Agent – full-time
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: HUF 627,200 per month
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Budapest, Hungary

About the role

• Technical Support Agent responsible for assisting users of Canvas LMS software through troubleshooting. Engage with clients via phone, web-based tools, and email for resolutions and escalations.

Responsibilities

• Work tickets via 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)
• Escalate tickets which are not resolvable to the Level 2 Support Team.
• Provide timely updates to users.
• If needed, mentor and assist fellow Level 1 Support Engineers.
• Validate and clarify the issue reported
• Answer how-to questions
• Fix end-user issues that are resolvable through the Canvas user interface
• Replicate, troubleshoot, and describe simple bugs
• Keep thorough, clear, and complete records in the ticketing system of all 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
• When assigned, create documentation of Support processes
• Perform other duties as assigned by supervisor

Requirements

• Ability to read, write and speak fluently in English
• Strong technical, troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
• Ability to handle clients professionally during all interactions
• Strong written and verbal communication skills
• Sense of humor. Like a really funny one.

Benefits

• Competitive compensation and participation in Instructure’s equity program
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• We provide the technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
• A culture rooted in inclusivity, support, and meaningful connection