L1 Support Engineer

TL;DR

L1 Support Engineer (EdTech): Providing primary technical and procedural support to learners and consumers with an accent on resolving issues across phone, chat, and webcase channels. Focus on troubleshooting electronic systems, managing client inquiries, and ensuring high-quality service delivery in a metrics-driven environment.

Location: Must be based in the Philippines (Manila)

Company

hirify.global, by Instructure, creates intuitive products that simplify learning and personal development, facilitating meaningful relationships in education and careers.

What you will do

• Serve as the first point of contact for consumer inquiries via phone, live chat, and support tickets.
• Explain complex policies, procedures, and technical steps with empathy and clarity.
• Troubleshoot user issues and guide customers through electronic systems.
• Review and evaluate applications for completeness and compliance.
• Manage client inquiries efficiently within a web-based ticketing system.
• Collaborate with team members to resolve issues and share best practices.

Requirements

• Must be based in the Philippines.
• Strong customer service background in high-volume support 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 in a fast-paced environment.

Nice to have

• Prior experience supporting students or working in higher education.
• Familiarity with Salesforce products and virtual telephony systems.
• Experience using Microsoft Office and Google Workspace.

Culture & Benefits

• Competitive compensation and employee ownership program.
• Flexible work culture with remote and in-office collaboration.
• Generous time off, including local holidays and annual recharge periods.
• Comprehensive wellness programs and mental health support.
• Learning and development resources, including tuition reimbursement.

Hiring process

• Background check required for all employees.
• Identity verification measures including legal name and physical location confirmation.