Bilingual Product Support Analyst

About the role

In this position, you will be responsible for diagnosing and resolving technical issues that clients encounter while using D2l's educational platform. As a vital liaison between clients and technical teams, your role will involve analyzing reported problems, determining their root causes, and delivering effective solutions or alternative approaches to enhance user experience.

Key facts

What you'll do

• Engage with users through various communication channels, including chat, phone, and email, to gather detailed information about their technical issues.
• Utilize product documentation and technical manuals to research and implement solutions for user-reported problems.
• Troubleshoot configuration-related issues within the D2l platform to ensure optimal functionality for users.
• Replicate and analyze problems reported by users to identify effective resolutions.
• Oversee support tickets to ensure timely responses and resolutions in alignment with established service level agreements.
• Contribute to product enhancement initiatives by documenting bugs and suggesting feature improvements based on user feedback.
• Create and maintain support documentation, including FAQs and knowledge base articles, to assist users in resolving common issues.
• Collaborate with cross-functional teams to address complex technical challenges that require a coordinated effort.
• Participate in a rotating shift schedule, which may include evening and weekend hours, in accordance with Eastern Time.

Requirements

• Fluency in both English and Canadian French is essential for this role.
• A Bachelor's degree in Computer Science or a related technical field is preferred, although equivalent experience will be considered.
• Familiarity with Microsoft SQL is required.
• Previous experience in a customer service role is necessary to effectively assist clients.
• Relevant experience in a technical support position is highly desirable.
• Ability to rapidly learn and adapt to new technologies and products is crucial.
• Strong analytical skills and the ability to recognize patterns are important for troubleshooting.
• Capability to work independently as well as collaboratively within a team environment.
• Proficiency in multitasking and managing priorities in a fast-paced setting.
• Ability to identify trends and propose technical enhancements based on user interactions.
• Excellent problem-solving skills and research abilities are necessary for effective issue resolution.
• Strong written and verbal communication skills, particularly in conveying technical information clearly.
• Attention to detail and strong organizational skills are essential for managing tasks effectively.
• Effective time management skills to prioritize tasks and meet deadlines.

Nice to have

• Experience working in a Helpdesk environment is a plus.
• Familiarity with Learning Management Systems (LMS) from various perspectives, including user, administrator, or support, is advantageous.
• Experience with Salesforce or similar ticketing systems is beneficial.
• Understanding of Artificial Intelligence tools and their applications in support scenarios is a plus.

Skills & tools

• Proficiency in writing, interpreting, and debugging SQL queries is essential.
• Working knowledge of web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, and JavaScript is required.
• Familiarity with Microsoft technologies and tools is important for this role.
• Knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions is beneficial.
• Understanding of web application architecture is advantageous.
• Experience with diagnostic tools such as Wireshark and Fiddler is a plus.

Practical notes

Base Salary Range: $55,000 - $65,000 CAD annually.

D2l provides a comprehensive benefits package that includes wellness subsidies, equity grants, variable incentives, tuition reimbursement of up to $4,000 CAD, paid time off for learning activities, employee wellbeing services, retirement planning options, paid volunteer days, home internet reimbursements, and an employee referral program.

D2l is committed to being an equal opportunity employer and welcomes applications from all qualified candidates. If you require any accommodations during the application process, please reach out to [email protected]

Applications will be reviewed by a member of the human talent acquisition team.