L1 Technical Support Engineer, Full-time (U.S. Remote - Must be located in U.S)

Here's what you'll be doing:

• Take incoming phone calls from admins, teachers, and student end-users
• When taking phone calls:
• Validate and clarify the issue reported
• Answer how-to questions
• Fix end-user issues that are resolvable through the Canvas user interface
• Replicate, troubleshoot, and describe simple bugs
• Keep thorough, clear, and complete records in the ticketing system of all actions taken
• Escalate call tickets not resolvable at the L1 level to the L2 Support team
• Direct users to the correct helpdesk in instances where we cannot accommodate their request
• Be friendly, efficient, and dependable, and always provide timely updates to users
• Perform other duties as assigned by supervisor

Here's what you'll need to know/have:

• Access to home internet with speeds of at least 15 Mbps.
• High School diploma is a must.
• Working on and/or some kind of College experience in information technology fields, preferred.
• Strong troubleshooting, and analytical skills.
• Proven ability to function in a self-directed environment.
• Exceptional communication skills, both written and verbal.
• Customer service experience, preferred.
• 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.
• Sense of humor. Like a really funny one.

Workspace Expectations:

• The workspace must be private (e.g. not a library or coffee shop).
• The workspace must be physically secure, located behind a door that the remote agent can close and lock when leaving the space.
• The workspace must allow the remote agent to participate in phone calls without the other party detecting that they are working in a non-office setting.
• The workspace must have a fast, stable internet connection (at least 10 mbps down / 5 mbps up).
• The workspace must be adequately lit and climate-controlled.