Application Support Specialist (Swing Shift)

COGS – Support /
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 things. And that's where you come in:
Mastery Connect is the K–12 digital assessment management system that allows teachers to efficiently and effectively determine what a student knows and does not know based on the core standards. Student understanding is laid out in trackers and based on a variety of assessment types.

In this position, you will become part of the Customer Support Team and play a vital role in overall customer satisfaction. Your focus will be providing first-line (technical) support for our customers at the Tier 1 and Tier 2 levels of support. Activities include communicating directly with customers via email, web meeting, and phone and contributing to our current knowledge base with written documentation and video.

**This position will 11am to 7pm CET. **

What you will be doing:

    • Work “Tier 2” support tickets via Salesforce Cases ticketing system from district administrators, educators, providers, and other platform users.
    • When working tickets:
    • Validate and clarify the issue reported with customers and internal stakeholders
      Fix complex end-user issues through the Applications user interface and/or databases
      Thoroughly research past troubleshooting actions and tickets
      Replicate, troubleshoot, and describe bugs
      Keep thorough, clear, and complete records in the ticketing system of all actions taken
      Inform key internal stakeholders of any ticket progress or setbacks as needed
    • Escalate tickets to senior team members, as needed.
    • Update internal support documentation
    • Provide updates during escalation standups
    • Own and update the Applications’ internal documentation
    • Be friendly, efficient, and dependable, and always provide timely updates to users
    • Answer incoming phone calls from faculty customers seeking support with the Mastery Connect software.

What you need to know/have:

    • High School diploma
    • Minimum 3-5 years of technical-related customer support or equivalent classroom experience with digital solutions required
    • Strong technical, troubleshooting, and analytical skills
    • Proven ability to function in a self-directed environment
    • Familiarity with Salesforce, Google Workspace apps (GMail, Sheets, Docs, Calendar, etc.)
    • 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
    • Strong written and verbal communication skills
    • Ability to be professional when working with other departments and other support colleagues

Get in on all the awesome of Instructure:

    • A fun, friendly, and helpful company culture
    • Competitive compensation
    • Private Medicover healthcare + cafeteria plan/SZEP card
    • Employee stock purchase program
    • Wellness motivation through PandaFit
    • An extra week off for the whole company every year
    • Employee recognition program
    • Goal-setting, proactive reviews, and internal training
    • Employee assistance program
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

All Instructure employees are required to successfully pass a background check upon being hired.