Bilingual Product Support Analyst (BB-5DCA4)

Found in: Talent CA

General Description:We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable.Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support experience for D2L Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments.Successful candidates must have strong analytical skills and be creative problem solvers. They will be able to make accurate risk assessments and demonstrate above-average attention to details and competencies. They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.HOW WILL I MAKE AN IMPACT? Effectively prioritize, troubleshoot and resolve client issuesResolve issues received by phone, chat, and service desk portal under tight time constraintsTimely and accurate logging of all support casesBuilding rapport with clientsQuickly identify incident trends/patterns and recommend steps to mitigate impactTroubleshoot issues using a variety of tools including using T-SQL queriesClearly communicate technical resolution details to varying stakeholdersRemain calm under pressureHelp to develop and deliver knowledge articlesParticipate in Technical Roundtable discussionsAlign client’s needs, goals, and objectives to D2L solutionsMonitor and participate in both internal and external discussion forumsAssist with additional tasks as delegated by ManagerParticipate in a shift rotation WHAT YOU'LL BRING TO THE ROLE: Strong customer service skillsStrong verbal and written communication skillsExcellent time management, prioritization, and organizational skillsStrong analytical, problem solving, decision-making skillsExperience with: T-SQL (MS SQL Server) Familiar with: Web services (SOAP and REST), XML, HTML, ASP, ASPXWeb applications and how they work at a high level (web servers, database servers, client-to-server communication)Windows Services Able to learn new tools and products quicklyStrong ability to recognize patternsAble to work individually and in collaboration with colleaguesBilingual in one or more of the following is required: French, Spanish, Brazilian Portuguese Desired LMS experience – user, administration, and/or supportWorking experience in a support role within a multi-tier support organizationExperience with System Monitoring, including application and database performance monitoringCloud Solutions including, AWS and VM environmentsWireshark, Fiddler, and other browser based diagnostic and reporting toolsActive Directory, OAuth, LDAP, and SAML solutionsIndustry Help Desk solution (example: SalesForce, ServiceNow, or other CRM solution)C#, .NET, JAVA, JavaScript and Microsoft tools and technologiesConcepts of enterprise software development such as: scalability, security, and performance (especially in areas of troubleshooting and problem analysis) Working knowledge of LTI and IMS Global standardsFoundation ITIL V2 or V3 and ITSMKnowledge Centered Service Education Recommendations: Bachelor's degree in Computer Science, Math, Engineering or equivalent technical experience Why we’re awesome: Flexible work hoursHealth and wellness programsCollaborative work environmentDog Friendly officeSnacks and food trays!Foosball and Ping-Pong tablesShowers on siteCentrally located in downtown, close to restaurants and pubs, easily accessible by public transit

calendar_today2 days ago


info Full-time

location_on Kitchener, Canada

work D2L

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