Onsite Technical Support Representative

Onsite Technical Support Representative - Learner Services (Night Shift, PH) Join to apply for the Onsite Technical Support Representative - Learner Services (Night Shift, PH) role at Concentric Sky (now part of Instructure) . Instructure believes in the power of people to grow and succeed. Parchment, by Instructure, is looking for a Learner Support Representative (LSR) to join our dedicated support team in Manila. 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 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 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 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 Salary: ₱260 - ₱260 an hour (≈ PHP 45,000/month based on 40 hours/week). 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. To help protect our teams and systems, identity verification measures may be required, and candidates may be asked to verify legal name, current location, and contact information in accordance with local laws. Any attempt to misrepresent information will result in disqualification. Apply for this job Equal Opportunity Employer notices and related statements are retained as part of standard job postings. #J-18808-Ljbffr