Bilingual Product Support Analyst
3 weeks ago
New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.
A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes p>ABOUT THIS ROLE:
We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable.
Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support experience for D2L Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments.
Successful candidates must have strong analytical skills and be creative problem solvers. They will be able to make accurate risk assessments and demonstrate above-average attention to details and competencies. They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.
- 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 a shift rotation including weekdays, evenings, and weekends based on Eastern Time.
- Bilingual in one or more of the following is required: French, Spanish, Brazilian Portuguese (Please note: We are currently hiring for French language skills but continue to collect applications for Spanish and Brazilian Portuguese for future openings).
- Ability to identify trends and make suggestions for technical modifications to resolve existing and future problems.
- 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).
- Communicate technical and complex information in verbal and written form.
- Experience working with Microsoft SQL.
- 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.
- Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program.
- Social Events.
Schedule: Temporary
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