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Product Support Specialist

2 months ago

Kitchener, Ontario, Canada D2L Full time
Job Summary

We are seeking a highly skilled Product Support Specialist to join our team at D2L. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our clients, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities
  • Utilize technical expertise to troubleshoot and resolve complex technical issues related to our products and services.
  • Collaborate with cross-functional teams to identify and implement solutions to improve product functionality and user experience.
  • Develop and maintain technical documentation, including user guides, technical manuals, and knowledge-based articles.
  • Participate in collaborative troubleshooting sessions to identify root causes of complex issues.
  • Provide exceptional customer service, responding to client inquiries and concerns in a timely and professional manner.
  • Stay up-to-date with industry trends and emerging technologies, applying this knowledge to improve our products and services.
Requirements
  • Strong analytical and problem-solving skills, with the ability to think critically and creatively.
  • Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal stakeholders.
  • Proven experience in a technical support role, with a strong understanding of software development, testing, and deployment.
  • Knowledge of SQL, Web services, and other relevant technologies.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong attention to detail and organizational skills, with the ability to maintain accurate records and documentation.
Preferred Qualifications
  • Experience working with Microsoft SQL and other database management systems.
  • Knowledge of Agile development methodologies and version control systems.
  • Experience with Salesforce or other ticketing systems.
  • Relevant certifications, such as CompTIA A+ or Cisco CCNA.
What We Offer

At D2L, we offer a competitive compensation package, including a comprehensive benefits program, opportunities for professional growth and development, and a dynamic work environment. If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.