Product Support Specialist

2 months ago

Kitchener, Ontario, Canada D2L Full time
About This Role

We are seeking a highly skilled and detail-oriented Product Support Specialist to join our team at D2L. As a Product Support Specialist, 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
  • Technical Support: Provide timely and effective technical support to clients via various communication channels, including chat, phone, email, and case tracking system.
  • Problem-Solving: Conduct thorough research and implement appropriate solutions to resolve technical issues, referring to user guides, technical manuals, and other relevant documents.
  • Issue Identification: Identify and correct improperly configured installations, replicate, diagnose, and resolve technical problems experienced by users.
  • Case Management: Create, update, and resolve support cases within defined Service Level Objectives.
  • Knowledge Sharing: Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports.
  • Documentation: Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles.
  • Collaboration: Participate in collaborative troubleshooting sessions to identify root causes of complex issues.
  • Availability: Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time.
Requirements
  • Bilingual: Bilingual in one or more of the following languages is required: French, Spanish, Brazilian Portuguese.
  • Technical Skills: Strong ability to learn and adapt to new tools and products quickly, ability to recognize patterns, and ability to work individually and in collaboration with colleagues.
  • Desired Competencies: Ability to work well in a fast-paced environment, demonstrable ability to multitask both independently and within a team, and ability to identify trends and make suggestions for technical modifications to resolve existing and future problems.
  • Desired Skills: Strong ability to write, interpret, and debug SQL queries on demand, working knowledge of web services, XML, HTML, ASP, ASPX, C#,.NET, JAVA, JavaScript, and Microsoft tools and technologies.
  • Desired Experience: Experience working with Microsoft SQL, some experience providing customer service, and relevant work experience in a similar role.
  • Education: Bachelor's degree in Computer Science or equivalent technical experience.
Why D2L

At D2L, we are dedicated to providing you with the tools to do the best work of your life. We offer a competitive benefits package, home internet reimbursements, employee referral program, wellness reimbursement, employee recognition, social events, and dog-friendly offices at our HQ in Kitchener, Winnipeg, Vancouver, and Melbourne.

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