Our client, Virginia's largest institution of higher education, is looking to add a Canvas Support Specialist to their online education division. The Canvas Support Specialist is a full time, 18 month + contracted position offering a full benefit package (to include health, dental, 401K. The Canvas Support Specialist is responsible for providing technical assistance to the end-users of the Canvas LMS software. The Canvas Support Specialist supports end users, learning management systems administrators, and the Canvas Support Services Team. As part of the Support Services Team, this role assists primarily end users in the Faculty and Staff roles, as well as some Student Roles, providing troubleshooting and technical support over email and the support ticketing system. This role advises clients regarding the products use and addresses specific user issues. During problem escalation, the Canvas Support Specialist acts as a liaison between customers and Tier 2 Support. The Canvas Support Specialist assists clients from issue initiation through resolution or escalation.
A qualified candidate must be able to take incoming emails/support tickets from admins, faculty and staff, and student end-users
When taking emails/support tickets
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
Access to home internet with speeds of at least 15 MBPS.
Bachelors degree in information technology or related field or relevant work experience
Working knowledge of Canvas
2-3 years of providing Tier 1 experience related to Canvas issues
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 problemsolving 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
Dedicated team skills
External Company Name: Electronic Systems, Inc.
External Company URL: http://www.esi.net
Street: 3922 Pender Drive
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