L1 Support Engineer – Spanish Bilingual

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

📋 Description

• Offer technical support to end-users of Canvas LMS.

• Assist administrators of the learning management system, corporate users, faculty, staff, and students.

• Provide troubleshooting and technical assistance via phone, web-based platforms, email, and live chat.

• Manage tickets through the online ticketing system.

• Validate and clarify reported issues effectively.

• Respond to how-to inquiries.

• Resolve end-user issues utilizing the Canvas user interface.

• Replicate, troubleshoot, and document simple bugs.

• Keep detailed, clear, and comprehensive ticket records.

• Escalate unresolved Level 1 tickets to the Level 2 Support team.

• Serve as a liaison between clients and Tier 2 Support during escalations.

• Support clients from the initiation of issues through to resolution or escalation.

• Create documentation of support processes as assigned.

• Carry out other responsibilities as directed by the supervisor.

⛳️ Requirements

• Proficient in reading, writing, and speaking fluently in both English and Spanish.

• Strong technical, troubleshooting, and analytical capabilities.

• Demonstrated ability to operate in a self-directed environment.

• Capacity to thrive in a dynamic, fast-paced environment.

• Critical thinking skills and effective problem-solving abilities.

• Ability to think quickly and maintain positive communication.

• Proactive approach and adaptability to change.

• Skill in professionally managing client interactions.

• Excellent written and verbal communication skills.

• A sense of humor is appreciated.

• All employees are required to pass a background check.

• Candidates may need to confirm their legal name, current physical address, valid contact number, and residential details.

🏝️ Benefits

• Competitive salary.

• Full-time employee ownership program.

• Flexible work environment.

• Generous time-off policies, including local holidays and an annual “Dim the Lights” period.

• Comprehensive wellness programs and mental health support.

• Access to learning and development resources.

• Professional development tools available.

• Tuition reimbursement offered.

• Technology and tools will be provided.

• Participation in the Motivosity employee recognition program.

• An inclusive and supportive workplace culture.