L1 Parchment Support Engineer
Instructure View all jobs
- Manila City, Metro Manila
- Permanent
- Full-time
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 Learner Support Representative (LSR) 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.Job Details:Onsite | Giga Tower, Bridgetowne, Ugong Norte, Quezon CityMonday to Sunday | Shifting Schedule (24/7 coverage)What you'll do:Serve as the first point of contact for consumer inquiries through phone, live chat, and support ticketsClearly and empathically explain complex policies, procedures, and technical stepsTroubleshoot user issues and guide customers through our electronic systemsReview and evaluate applications for completeness and compliance with guidelinesEfficiently manage client inquiries through a web-based ticketing systemMaintain accurate records and enter data across various platformsCollaborate with team members to resolve issues and share best practicesMeet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution.Proactively communicate updates and resolutions to key stakeholdersWhat you will need to know/have:Strong customer service skills, with a background in high-volume support environmentsExcellent communication and active listening abilitiesExperience troubleshooting hardware and software issuesComfortable using technology to solve problems and help othersStrong organizational and time management skillsAble to work both independently and collaborativelySelf-motivated with a proactive, solutions-oriented mindsetDemonstrated ability to adapt to a fast-paced, constantly evolving environmentA track record of accountability, ownership, and delivering on commitmentsComfortable with remote tools and virtual collaboration platformsIt would be a bonus if you also had:Prior experience providing customer service, especially in a metrics-driven environmentExperience supporting students or working in higher education (preferred)Familiarity with Salesforce products and virtual telephony systemsExperience using Microsoft Office and Google WorkspaceWhat You'll Bring to the TeamA customer - centric attitude with a passion for helping othersA collaborative spirit with a willingness to support and learn from teammatesA creative and flexible approach to problem solvingThe ability to remain composed and effective under pressureGet 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 supportAnnual learning and development stipends to support your growthThe technology and tools you need to do your best workMotivosity employee recognition programA culture rooted in inclusivity, support, and meaningful connectionWe 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.