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Spanish Bilingual Technical Support Representative

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Instructure

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Location:
Philippines, Manila

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

80000.00 - 90000.00 PHP / Month
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Job Description:

Parchment, by Instructure, is looking for a Learner Support Representative (LSR) to join our dedicated support team in Manilla. 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.

Job Responsibility:

  • 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

Requirements:

  • 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

Nice to have:

  • 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 we offer:
  • 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

Additional Information:

Job Posted:
December 09, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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