Bilingual Product Support Specialist

7 days ago

Kitchener, Ontario, Canada D2L Full time
About This Role

We are seeking a highly skilled and detail-oriented Technical Support Analyst to join our team at D2L. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients, troubleshooting complex issues, and collaborating with cross-functional teams to resolve technical problems.

Key Responsibilities
  • Utilize electronic communication 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
Requirements
  • Bilingual in one or more of the following is required: French, Spanish, Brazilian Portuguese
  • 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 identifying trends and make suggestions for technical modifications to resolve existing and future problems
  • Excellent research capabilities
Desired Skills
  • 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
  • Communicate technical and complex information in verbal and written form
  • 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
Desired Experience
  • Experience working with Microsoft SQL
  • Some experience providing customer service
  • Relevant work experience in a similar role
  • LMS experience – user, administration, and/or support
  • Experience with Salesforce or any other ticketing system
Education Recommendations
  • Bachelor's degree in Computer Science or equivalent technical experience

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