Spanish Bilingual Technical Support Representative Jobs

Instructure

Location:
Philippines, Manila

Category:
Customer Service

Contract Type:
Not provided

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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Spanish Bilingual Technical Support Representative