L1 Parchment Support Engineer

Job description

**At Instructure**, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: Parchment, by Instructure, is looking for a L1 Parchment Support Engineer to join our dedicated support team in Manilla. In this role, you will serve as the primary point of contact for learners and consumers, offering timely, accurate, and empathic support. You’ll communicate complex policies and procedures, resolve issues across multiple channels (phone, chat, webcase), and help users navigate our technology and services with confidence. ### **What you’ll do:** - Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets - Clearly and empathically explain complex policies, procedures, and technical steps - Troubleshoot user issues and guide customers through our electronic systems - Review and evaluate applications for completeness and compliance with guidelines - Efficiently manage client inquiries through a web-based ticketing system - Maintain accurate records and enter data across various platforms - Collaborate with team members to resolve issues and share best practices - Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution. - Proactively communicate updates and resolutions to key stakeholders ### **What you will need to know/have:** - Strong customer service skills, with a background in high-volume support environments - Excellent communication and active listening abilities - Experience troubleshooting hardware and software issues - Comfortable using technology to solve problems and help others - Strong organizational and time management skills - Able to work both independently and collaboratively - Self-motivated with a proactive, solutions-oriented mindset - Demonstrated ability to adapt to a fast-paced, constantly evolving environment - A track record of accountability, ownership, and delivering on commitments - Comfortable with remote tools and virtual collaboration platforms ### **It would be a bonus if you also had:** - Prior experience providing customer service, especially in a metrics-driven environment - Experience supporting students or working in higher education (preferred) - Familiarity with Salesforce products and virtual telephony systems - Experience using Microsoft Office and Google Workspace ### **What You’ll Bring to the Team** - A customer - centric attitude with a passion for helping others - A collaborative spirit with a willingness to support and learn from teammates - A creative and flexible approach to problem solving - The ability to remain composed and effective under pressure **Get in on all the awesome at Instructure!** We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: - Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. - Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. - Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. - Comprehensive wellness programs and mental health support - Learning and development resources, including professional development tools and tuition reimbursement, to support your growth - The technology and tools you need to do your best work - Motivosity employee recognition program - A culture rooted in inclusivity, support, and meaningful connection We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.