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Kitchener, Ontario, Canada D2L Full timeAbout This RoleWe are seeking a highly skilled and analytical individual to join our team as a Product Support Analyst. In this role, you will be responsible for providing top-notch support to our clients, troubleshooting complex technical issues, and collaborating with cross-functional teams to deliver exceptional results.Key ResponsibilitiesUtilize...
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Product Support Analyst
2 months ago
We are seeking a highly skilled Product 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 channels to interact with clients, identify and document technical issues, and implement effective solutions.
- Conduct thorough research and analysis to resolve technical problems, 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.
- Create, update, and resolve support cases within defined Service Level Objectives.
- Improve product design and functionality through creation of Software Defect reports and Feature Enhancement reports.
- Develop and maintain support documentation, including FAQs and Knowledge-based Articles.
- Participate in collaborative troubleshooting sessions to identify root causes of complex issues.
- Perform other duties as assigned by Manager.
- Ability to learn and adapt to new tools and products quickly.
- Strong analytical skills, with ability to recognize patterns and make accurate risk assessments.
- Excellent communication and problem-solving skills, with ability to communicate technical information to clients.
- Strong customer service skills, with ability to work well in a fast-paced environment.
- Ability to multitask and prioritize tasks effectively.
- Experience working with Microsoft SQL, Web services, and other relevant technologies.
- Relevant work experience in a similar role, with experience in a Helpdesk environment considered an asset.
At D2L, we offer a competitive compensation package, including a base salary range of $50,000-$55,000 CAD, as well as additional benefits such as a Wellness Subsidy, Equity Grants, and Variable Incentive. We also offer a comprehensive benefits package, including health, dental, and vision coverage, as well as a retirement plan.
We are committed to creating a diverse and inclusive work environment, and we encourage applications from candidates with diverse backgrounds and experiences. If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.
