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Product Support Specialist – Technical Analyst Role

3 weeks ago

Winnipeg, Manitoba, Canada D2L Full time

About D2L

D2L is a cloud-based education company dedicated to transforming the way the world learns. Our mission is to provide innovative solutions that enable personalized, student-centric learning experiences.

Job Description

We are seeking an experienced Product Support Specialist to join our team. As a Product Support Specialist, you will be responsible for providing top-notch support to our clients, troubleshooting technical issues, and collaborating with cross-functional teams to deliver exceptional customer service.

Responsibilities:

  • Provide timely and effective support to clients through various communication channels.
  • Analyze complex technical issues, identify root causes, and develop actionable solutions.
  • Collaborate with internal stakeholders to resolve issues and improve product functionality.
  • Develop and maintain knowledge bases, FAQs, and other support documentation.
  • Prioritize and manage multiple cases simultaneously, meeting or exceeding service level agreements.

Requirements:

  • Bachelor's degree in Computer Science or related field, or equivalent experience.
  • Proven experience in a similar role, with a strong background in troubleshooting and customer support.
  • Excellent communication, analytical, and problem-solving skills.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects.
  • Familiarity with Microsoft SQL, web services, and other relevant technologies.

What We Offer:

  • A competitive salary range of $50,000 - $55,000 CAD.
  • A comprehensive benefits package, including health insurance, retirement plan, and wellness programs.
  • Ongoing training and development opportunities to enhance your skills and career growth.
  • A collaborative, dynamic work environment with a diverse team of professionals.