L1 Parchment Support Engineer

Responsibilities

• Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets
• Explain complex policies, procedures, and technical steps to users
• Troubleshoot user issues and guide customers through electronic systems
• Review and evaluate applications for completeness and compliance
• Manage client inquiries through a web-based ticketing system
• Maintain accurate records and data entry across various platforms
• Meet performance goals including handle time, service quality, and first-call resolution

Requirements

• Strong customer service skills in high-volume environments
• Excellent communication and active listening abilities
• Experience troubleshooting hardware and software issues
• Strong organizational and time management skills
• Ability to work independently and collaboratively
• Proficiency with remote tools and virtual collaboration platforms

Preferred Qualifications

• Prior experience in a metrics-driven customer service environment
• Experience supporting students or working in higher education
• Familiarity with Salesforce and virtual telephony systems
• Experience using Microsoft Office and Google Workspace

About the Company

Instructure is a global leader in education technology, creating intuitive products that simplify learning and personal development to help people succeed throughout their lives.