Job Description
Note: The job is a remote job and is open to candidates in USA. D2L is a cloud company that is modernizing education and building the Future of Work. They are seeking a Bilingual Product Support Analyst who will perform analysis of problem reports, troubleshoot issues, and provide world-class support to clients in various educational segments. Responsibilities Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering Conduct thorough research and implement appropriate solutions by 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, employing troubleshooting techniques to ensure prompt resolution Create, update, and resolve support cases within defined Service Level Objectives Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles Participate in collaborative troubleshooting sessions to identify root causes of complex issues Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time Perform other duties as assigned by Manager Skills Fluency in English and one of Spanish or Brazilian Portuguese is required Strong analytical skills Creative problem solvers Ability to make accurate risk assessments Above-average attention to details and competencies Excellent communicators Comfortable discussing technical issues with clients whose technical expertise may vary Ability to learn and adapt to new tools and products quickly Strong ability to recognize patterns Ability to work individually and in collaboration with colleagues Ability to work well in a fast-paced environment Demonstrable ability to multitask both independently and within a team Ability to identify trends and make suggestions for technical modifications to resolve existing and future problems Excellent research capabilities Strong ability to write, interpret, and debug SQL queries on demand Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions Web applications and how they work at a high level (web servers, database servers, client-to-server communication) Wireshark, Fiddler, and other browser based diagnostic and reporting tools Strong customer service skills Keen attention to detail and organization skills Excellent time management and prioritization skills Strong analytical and decision-making skills Excellent problem-solving and navigational skills Experience working with Microsoft SQL Some experience providing customer service Relevant work experience in a similar role Experience working in a Helpdesk environment is considered an asset LMS experience – user, administration, and/or support is considered an asset Experience with Salesforce or any other ticketing system is an asset Bachelor's degree in Computer Science or equivalent technical experience Benefits Wellness Subsidy Equity Grants Variable Incentive Flexible work arrangements Learning and Growth opportunities Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program 2 Paid Days off for SkillsWave-related activities like exams or final assignments Employee wellbeing (Access to mental health services, EFAP program, financial planning and more) Retirement planning 2 Paid Volunteer Days Competitive Benefits Package Home Internet Reimbursements Employee Referral Program Wellness Reimbursement Employee Recognition Social Events Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices. Company Overview D2L is an edtech company that provides integrated learning platform and cloud e-learning solutions for educational institutes. It was founded in 1999, and is headquartered in Kitchener, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is