Instructure Reviews

Pros

- Great co-workers. I made lots of good friends in Support. - Great temporary job while going to college. - They provide a Macbook Pro to work remotely but I was able to do all my schooling on it too. - good benefits - Supervisors don't helicopter and are pretty chill for the most part. It's pretty much like not having a boss. - FT employees get paid time off. - if you have any question or need help, team-members are solid and happy to help each other. The other employees are awesome to work with. Overal Review: If you need a temporary job as a student, this job is great and I'd recommend it. It's decently easy mindless work and has decent pay. However if you're looking for a career with opportunities to grow, look else where.

Cons

- No opportunities to grow. No one gets promoted. Especially if you're good at tech support. They keep you stuck in the position. Hard work is unnoticed. However if you aren't performing well enough, they'll let ya know. - Underpaid. I started as part-time and went full-time after about 6 months. When I made the transition to FT, they decreased my pay. Their reasoning was that I was working more hours so I was making more money. It took another 6 months to have my pay raised to the same pay as when I was PT. - The support is way understaffed and overwhelmed. It's fast paced most days. Occasionally there is a slow day where you can read a book or watch a show. Though they are few. - Mandatory Overtime. Instead of hiring more people, they require employees to do MOT in busier times of the season. 30 hours for PT and 45 hours for FT. - Poor work structure. The customers calling in usually have to wait a while to get ahold of an agent. Then when they finally do, it's an issue that we can't help with and we have to direct them back to the school. They usually take their frustration out on us afterwards. - I don't want to be rude but the customers calling in are pretty dull when it comes to computers. 9/10 cases you'll have to explain how to copy and paste a URL or explain how to click the 'forgot password' button.

Pros

I love Apple products that we work with and Slack. You can basically work the hours that you want to after you've been with the company for a few months. You can get about $700 in gift cards for completing the wellness challenges. Having Canvas access to EVERYTHING is a pretty cool because you learn the ins and outs of Canvas better than any Teacher or school Admin. Remote agents get a $50 stipend for internet and $40 for food each month. The benefits are pretty good, but they keep making cuts each year....

Cons

Believe me when I say that there are virtually NO slow times when you are an agent. You will constantly be on the phone with someone or chatting with 3 needy people at a time. For about 6 months of the year you will not be allowed to take any time off, not even if a child is in the hospital. Micromanaged is an understatement. EVERYTHING that you do is closely monitored by supervisors, QA, management, school Admins, other L1 agents, L2 agents. The second you clock in they know exactly what you are doing and how you are doing it. You are not a person, you are only a number to them. There will be virtually no trainings or meetings, it is just endless calls. Supervisors will work you like a dog and then pretend to care about you for 15 minutes a month during a 1:1 interview. The interview is basically to remind you of how everything you do is monitored and how you should be doing better. Every friend that works here develops anxiety and depression. Instead of making any structural changes to make things better for L1s, supervisors will tell you to listen to music, do yoga, and go for a walk (but no longer that a 15 minute break). There is a less than 1% chance that you will move on in the company to a better position. It is extremely competitive and supervisors play favorites. If you have a brown nosing brainless "yes boss" personality you might be considered. The leadership makes every possible bad decision that you can think of. It seems like the company has a 5 year plan because they don't care about quality. Instead of trying to keep good employees, the company is so proud of hiring 50 new L1 agents this last month. 80% of those agents will be gone within a year because of the toxic work environment. Instructure used to offer L1 agents really good stock options, that is no longer a thing. Instructure has made every cheap move you can think of to increase profits and extort front-line employees. The only thing keeping this company alive is the fact that schools are so invested in Canvas, that is would be very difficult for them to change to a different LMS. I hope that you enjoy working holidays as well. There is no advantage for sticking around. They will be upfront and tell you how replaceable you are (even though my supervisor is a knuckle-dragging dumb*** whose very existence is a testament to the depths of human stupidity. He can't barely get through a sentence without drooling on himself). Nice guy though.

Pros

I worked under Jordan Z. during my time there and I loved it. Felt like I really progressed as a person and customer service rep.

Cons

Stressful a few times a year for start of semesters and stuff, so customers take it out on you.

Pros

The benefits were the best part.

Cons

I had 5 managers in a period of 18 months

Pros

co-workers PTO (when you can take it)

Cons

Where do I begin? This company has been going downhill extremely fast, I can't speak for other departments but I can say that everyone (including my self) in the support department is miserable. They say they want to treat people like adults but they don't, I had a stomach ache one day and took a 15 minute break because I wasn't feeling too well. I came back 5 late (total 20 minutes) because I was in the restroom being an adult and getting my self together later to a message from my supervisor saying they were pinged by I guess the workforce people. It was 5 minutes.. not only that the workforce system doesn't track you correctly so it's easy to get written up for something not your fault and PTO has to be manually approved. Some of us try to plan vacations and it's not approved until the very week of.