Note: The job is a remote job and is open to candidates in USA. D2L is a cloud company that is modernizing education and building the Future of Work. They are seeking a Bilingual Product Support Analyst who will perform analysis of problem reports, troubleshoot issues, and provide world-class support to clients in various educational segments.
Responsibilities
- Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering
- Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents
- Identify and correct improperly configured installations
- Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution
- Create, update, and resolve support cases within defined Service Level Objectives
- Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports
- Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles
- Participate in collaborative troubleshooting sessions to identify root causes of complex issues
- Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time
- Perform other duties as assigned by Manager
Skills
- Fluency in English and one of Spanish or Brazilian Portuguese is required
- Strong analytical skills
- Creative problem solvers
- Ability to make accurate risk assessments
- Above-average attention to details and competencies
- Excellent communicators
- Comfortable discussing technical issues with clients whose technical expertise may vary
- Ability to learn and adapt to new tools and products quickly
- Strong ability to recognize patterns
- Ability to work individually and in collaboration with colleagues
- Ability to work well in a fast-paced environment
- Demonstrable ability to multitask both independently and within a team
- Ability to identify trends and make suggestions for technical modifications to resolve existing and future problems
- Excellent research capabilities
- Strong ability to write, interpret, and debug SQL queries on demand
- Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies
- Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions
- Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
- Wireshark, Fiddler, and other browser based diagnostic and reporting tools
- Strong customer service skills
- Keen attention to detail and organization skills
- Excellent time management and prioritization skills
- Strong analytical and decision-making skills
- Excellent problem-solving and navigational skills
- Experience working with Microsoft SQL
- Some experience providing customer service
- Relevant work experience in a similar role
- Experience working in a Helpdesk environment is considered an asset
- LMS experience – user, administration, and/or support is considered an asset
- Experience with Salesforce or any other ticketing system is an asset
- Bachelor's degree in Computer Science or equivalent technical experience
Benefits
- Wellness Subsidy
- Equity Grants
- Variable Incentive
- Flexible work arrangements
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
- 2 Paid Days off for SkillsWave-related activities like exams or final assignments
- Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
- Retirement planning
- 2 Paid Volunteer Days
- Competitive Benefits Package
- Home Internet Reimbursements
- Employee Referral Program
- Wellness Reimbursement
- Employee Recognition
- Social Events
- Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.
Company Overview
D2L is an edtech company that provides integrated learning platform and cloud e-learning solutions for educational institutes. It was founded in 1999, and is headquartered in Kitchener, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http://www.d2l.com.