Technical Support Representative

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. Parchment, by Instructure, is looking for a Learner Support Representative (LSR) to join our dedicated support team in Manila. 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. Important details for applicants: We are hiring multiple cohorts with target start dates in November 2025, December 2025, January 2026, and February 2026. This role is onsite, at our Manila office. Work schedule: Monday–Friday, 8-hour shifts scheduled between 7:00 PM – 9:00 AM PHT (equivalent to 7:00 AM – 9:00 PM EST). Candidates must be available and willing to work any assigned shift within this timeframe. What you’ll do: Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets Clearly and empathically explain complex policies, procedures, and technical steps Troubleshoot user issues and guide customers through our electronic systems Review and evaluate applications for completeness and compliance with guidelines Efficiently manage client inquiries through a web-based ticketing system Maintain accurate records and enter data across various platforms Collaborate with team members to resolve issues and share best practices Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution. Proactively communicate updates and resolutions to key stakeholders What you will need to know/have: Strong customer service skills, with a background in high-volume support environments Excellent communication and active listening abilities Experience troubleshooting hardware and software issues Comfortable using technology to solve problems and help others Strong organizational and time management skills Able to work both independently and collaboratively Self-motivated with a proactive, solutions-oriented mindset Demonstrated ability to adapt to a fast-paced, constantly evolving environment A track record of accountability, ownership, and delivering on commitments Comfortable with remote tools and virtual collaboration platforms Fluent in English and Spanish It would be a bonus if you also had: Prior experience providing customer service, especially in a metrics-driven environment Experience supporting students or working in higher education (preferred) Familiarity with Salesforce products and virtual telephony systems Experience using Microsoft Office and Google Workspace What You’ll Bring to the Team A customer-centric attitude with a passion for helping others A collaborative spirit with a willingness to support and learn from teammates A creative and flexible approach to problem-solving The ability to remain composed and effective under pressure Get 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. Generous time off, including local holidays Comprehensive wellness programs and mental health support Annual learning and development stipends to support your growth The technology and tools you need to do your best work Motivosity employee recognition program A culture rooted in inclusivity, support, and meaningful connection Compensation: ₱67,500 - ₱67,500 an hour (≈ ₱67,500/month, including ₱45,000 base pay + ₱22,500 language premium) + 10% Night Differential Pay (for hours worked between 10PM–6AM) 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. #J-18808-Ljbffr