Parchment L1 Support Engineer

Position Summary:

As a Parchment L1 Support Engineer, you will be the first point of contact for users seeking technical assistance for Canvas. Your role involves providing prompt and effective resolution or escalation of technical issues through various communication channels. This position requires a blend of technical acumen, excellent communication skills, and a commitment to delivering outstanding customer service.

Job Details:

• Work Setup: Onsite | Eastwood Libis, Quezon City
• Schedule: Monday to Sunday | Shifting Schedule (24/7 coverage)
• Holidays Followed: To be determined
• Contract Duration: 4 months
• Fixed Gross Salary: ₱45,000 per month

Responsibilities:

• Manage and resolve queries through a web-based ticketing system, phone calls, or live chat, supporting a range of users from administrators to students.
• Accurately identify, validate, and clarify reported issues.
• Provide solutions for issues that are addressable through the user interface.
• Document, replicate, and troubleshoot simple software bugs.
• Maintain comprehensive and clear records of all actions in the ticketing system.
• Escalate complex issues beyond Tier 1 capability to the Tier 2 Support team.
• Offer consistently friendly, efficient, and reliable support, with timely updates to users.
• Participate in creating support documentation as needed.
• Undertake additional duties as directed by the supervisor, demonstrating adaptability.

Qualifications:

• High School diploma
• 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.
• Ability to demonstrate empathy.
• Strong written and verbal communication skills.
• Sense of humor.

Preferred Qualifications:

• Working as a teacher or college instructor using similar educational technology to Canvas.
• Working at a school or college supporting educational technology.
• Experience using and supporting powerful cloud-based technology.
• Remote work experience with communication in Slack and/or Jira.