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Canvas Support Specialist (Remote)

Electronic Systems - Fairfax, VA

Posted 8 days ago

3 people have applied



Job Description

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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