L1 Support Engineer – Spanish Backup

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer technical support to users of the Canvas learning management system.

• Assist administrators of the learning management system and corporate users.

• Provide troubleshooting and technical assistance through phone, web-based tools, and email.

• Counsel clients on product utilization and resolve specific user concerns.

• Serve as a liaison between customers and Tier 2 Support for escalations.

• Manage tickets from administrators, faculty, staff, and student users via a web-based ticketing system, phone, or live chat.

• Confirm and clarify reported issues.

• Respond to how-to inquiries.

• Address end-user issues through the Canvas user interface.

• Replicate, troubleshoot, and document simple bugs.

• Keep detailed records of actions taken in the ticketing system.

• Escalate unresolved issues to the L2 Support team.

• Provide timely updates to users.

• Develop Support process documentation when tasked.

• Execute additional responsibilities assigned by the supervisor.

⛳️ Requirements

• Fluency in reading, writing, and speaking Spanish.

• Strong technical, troubleshooting, and analytical abilities.

• Demonstrated capacity to operate in a self-directed setting.

• Capability to thrive in a fast-paced, agile environment.

• Strong critical thinking and problem-solving skills.

• Ability to think quickly and communicate positively.

• Proactive work style and readiness to adapt to change.

• Professional handling of client interactions at all times.

• Excellent written and verbal communication skills.

• Background check is mandatory.

• Identity verification may necessitate legal name, current physical address, valid contact number, and residential address.

• Must accurately represent personal and professional information.

🏝️ Benefits

• Competitive salary.

• Full-time employee ownership program.

• Flexible workplace culture.

• Generous time off, inclusive of local holidays and the annual “Dim the Lights” period.

• Comprehensive wellness programs and mental health support.

• Resources for learning and development.

• Tools for professional development and tuition reimbursement.

• Necessary technology and tools to perform the job.

• Motivosity employee recognition program.

• An inclusive and supportive culture.